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1- Online Training...with international accreditation. The value of participation per person is €1,450
2-Requirement : specifying the course, number of participants
implementation date, and joint coordination.
Group contracting ... 20% Discount For Each Participant In Any Group Of Five Person Or More
Other Places To Hold The Course :
KualaLumpur.. Istanbul.. Dubai.. Cairo.. Riyadh.. Jeddah.. Abu Dhabi.. Doha.. Muscat.. Sharm El Sheikh.. Kuwait.. Tripoli.. Amman.. Beirut.. Damascus.. Tunisia.. Casablanca.. London.. Paris.. Barcelona.. Amsterdam.. Brussels
Customer Complaints Handling and Management
Introduction :
In which ever best possible way you run your business, you will at-least once, find a customer with an unhappy face or a dissatisfied review. The most impeccable business will also face a customer complaint once in a while. We need to know that customer complaints exist due to the different perceptions and expectations mismatch between the customer and the organisation. It’s natural to have a perception and expectation, likes and dislikes.
Course Objectives :
At the end of this course, the participants will be able to :
- Build skills in building rapport and understand the customer requirements
- Empathize with the customer while understanding his requirements
- Learn to be a proactive listener and gauge the understanding by using listening skills
- Work on their body languageand gestures in order to showcase a professional approach
- Understand the customer expectations and work towards exceeding them
- Defuse the emotional reactions by difficult customers
- Interact with the customer using effective communication skills
- Identify their approach towards customers complaints
- Use a customer centric approach
- Convert the customers with complaints into champions who would showcase loyalty
Targeted Audience :
- Personnel dealing directly with customers
- Customer Complaints Teams
- Customer Service / Sales Teams
- Customer Complaints – Escalations Department
- Customer Complaints Call Centre Employees
- Customer facing – Team managers
- Customer Service – Quality Coaches, Trainers and Supervisors
Course Outlines :
MODULE 1 : Build Rapport and connect with your customer
- Use conversational language to your advantage
- Build a connect with the customer
- Ask questions to build an innerview
- Understanding customer expectations
- Create a successful interaction with the customer
MODULE 2 : Customer Service Principles
- Understand their requirement
- Know the customer service principles
- Set the foundation with the pillars of customer service
- Set a professional approach towards defining their experience
MODULE 3 : Create Trust Credibility & Respect
- Set the importance of building trust with the customers
- Stakeholder credibility management
- Knowing which one is key – trust credibility or respect
MODULE 4 : Build the Right Attitude
- Find out about knowledge skill and attitude
- Build the right attitude and develop success
- Show the approach of gratitude
- Focus on the positives
- Invoke the conversation with a peaceful approach
- See the perspective of giving with joy
- Recognize your abilities and areas of growth
MODULE 5 : Develop Empathy
- Recognize the critical role of listening in customer service
- Know the different levels of listening
- Acknowledgment of needs
- Working on active empathy
- Customer Conflicts and Managing Disputes
MODULE 6 : Communication Skills
- A two-way communication
- Types and Impact of communication styles
- Understand how communication works and doesn’t work
- Recognize the filters to communication
- How to overcome communication barriers?
- Recognize the importance of non-verbal communication
- Body Language – Radiating a Positive Energy
MODULE 7 : Dealing with Customers complaints
- Complaint resolution through active listening
- Go beyond the obvious to support the customer
- Bring in sensitivity in dealing with customers complaints
- Defuse the anger and create successful relationship
MODULE 8 : Handling Customer Complaints
- Understanding the different kind of complaints
- Bring in creativity in solving the customer problems
- Create a structure to deal with conflicts and complaints
- The thirty second rule
- Reduce the number of complaints
- Create customer – champions
MODULE 9 : Customer Centric – Resolve Customer Complaints Model
- Learn the 4-step approach to handling customer complaints
- Defuse the emotional responses by the customer when making complaints
- Handle complaints effectively
- Review complaints and focus on satisfaction
- Create a win – win for the customer and your organisation
European Business Center Training Methodology :
Our training work is presented in a professional and attractive manner.. Interspersed with interceptive information to renew attention throughout the training period… We aim with this method to train the listener and interact… In addition to practical applications that target the direct skills and knowledge required to be achieved.. It is presented to the trainees in more than one way.. Practical exercises and applications.. Surveys and questions.. A training strategy has been adopted based on pairing between the theoretical and the professional and between the local and the global.
What Does The Participant Get From The Course?
Each participant obtains an internationally accredited training certificate from the European Business Center for Training and Development … which has the ISO certificate in quality No. 900/2015 from the English international company UCAS .. and receives a training bag containing the scientific material via an electronic flash … in addition to an enjoyable and useful training that is reflected Positive and developmental for individuals and the institution
Note :
We can implement the training course in any of the cities referred to in this course..at the appropriate and required time for the trainees..through joint coordination with the training department at the center..the training is implemented in a distinctive manner according to the best quality standards so that we meet all training requirements and needs.
International Accreditations
European Business Center for Training and Development has obtained international and official accreditations with the highest and best international levels scientifically and technically, which reflect the level of outstanding performance in our training work.. so that it achieves what each participant aspires to by obtaining the best certificates with officially approved scientific and technical standards.
