Handling complaints & angry customers
Program overview
Difficult situations are inevitable in a service industry especially when we deal with various customers who are bent on getting their way. A complaint is basically an expression of customer distress towards a situation that differs from his expectations of the service rendered. Although a complaint implies negative ramifications, it actually presents the service provider with the opportunity to offer redress and restore a customer confidence, as well as attaining customer satisfaction. Neglect or mishandling of a complaint would have serious repercussions to the service organization by way of loss of customer and subsequent damage to the organization's reputation. The difference between the service rendered is easily measured by the method of handling complaints and recovering from difficult situations.
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Program objectives
Upon actively participating in this course, you will be able to:
Understand the reasons customers become difficult and work towards preventing such situations.
Foster discussions and understanding on the nature of a dissatisfaction.
Understand and manage our emotions when dealing with different types of customers.
Value and welcome complaints as opportunities to provide redress and attain customer trust and satisfaction.
Respond to criticism better.
Acquire skills to handle difficult customers.
Learn to say YES! Even when it seems like a NO!
Know the usage of correct words, tone and body language when dealing with various types of difficult customers.
Know the necessary steps to be taken to solve a complaint (listen, understand, identify, discuss solutions and solve).
Employ effective EQ listening skills in handling various customer types
Employ powerful service recovery methods to renew customer confidence and increase loyalty.
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Training methodology
100% Activity based trainingGroup discussions
Case studies
Interactive storytelling
Video presentation
Who should attend
This programme would be highly beneficial to Managers, Executives, Officers and Supervisors who are involved in the food and drink industries, manufacturers, service providersRequest for proposal
Training content Day 1
Key elements of a WORLD CLASS Customer Experience excellence
AttitudeSkills
Knowledge
Behaviour
Group presentation
Empathy – Putting Emotional Intelligence to work
Understanding customer’s perspective, emotions, wants and needsDeveloping your Empathic Customer Experience Statement
Learning to use empathic dialogue to develop trust
Exercise: Developing empathic statements to use according to actual customer issues
Rapport Building Communication Flow in complaint situations
Active ListeningThe L.I.S.T process (Acknowledge, probe, solve)
Identifying actual customer complaint scenarios
Exercise: Developing complaint handling dialogue
Role play
Professional / Articulate Speaking
Communicating without body language through phoneArticulate speaking
Mastering and Applying Voice Characteristics
Tone, Pitch, Rate of Speech and Volume
Trainer demo through participant interaction
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Training content Day 2
Positive body language in complaint situations
Conveying non-verbal impressionsSynchrony vs Dyssemia
Slide presentation – Do’s & don’ts of body language
Developing a customer-centric service mindset
Self - diagnosisService Dimensions All Customers Care About
Exercise: Are we fulfilling those dimensions?
Exercise: What needs to be done?
De-fusing angry customers
During this module, we identify and practice the crucial steps in calming and directing an angry or irate customer.Why do customers get angry?
Managing / filtering our own emotions
Managing the customer’s emotions – A structured approach
Role play sessions on real scenarios
Handling complaints through email
The trainer provides email templates for the following customer requests including complaint handling:Form or document request
Apology email with request for further information
Giving information & Instructions
Additional templates shall be created in case the participants provides more scenarios
Group exercise – Customizing the trainer’s templates to the client’s business
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About Shahrukh Moghal - Facilitator
Shahrukh Moghal
Accredited & Certified by:
Human Resource Development Corporation
Under Ministry of Education, Malaysia
Shahrukh is the man behind The PLEASE! ™and LEAP! ™Workshops which train frontliners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone.
Shahrukh’s youtube channel including frontliner skills development modules is as follows:
https://www.youtube.com/user/shahtrainer/videos
To view TESTIMONIALS given by clients, please click here:
http://www.contactskills.com/testimonials.html
Shahrukh's Client list
http://www.contactskills.com/clients.html
In depth and detailed profile is available upon request.
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