Complain Handling
Course Overview
Our customer complaints management training workshop is designed to equip delegates with essential skills and strategies to effectively manage and resolve complaints and escalations. The workshop is for professionals who want to build their skills in the contact center industry and escalation management process.
Customer Complaints Handling:
Handling customer complaints and managing escalations is a critical aspect of any business operation. In today’s competitive market, face-to-face encounters with customers can quickly escalate into confrontational situations, especially with the increasing demands and expectations of consumers. This exposure to aggravated customers on a daily basis underscores the importance of professionalism in handling such scenarios. The manner in which staff handle complaints and escalations can significantly impact customer loyalty, either by fostering trust and loyalty or by driving customers away.
Escalations Management Training:
Throughout the Customer Complaints Management Training, delegates will learn techniques to maintain composure, diffuse tense situations, and handle complaints and manage escalations with empathy and professionalism. By mastering these skills, delegates will be better equipped to address customer concerns in a timely and efficient manner, ultimately enhancing the overall customer experience and improving customer satisfaction levels.
Goal of Course:
One of the key focuses of the customer complaints management training is on utilizing simple customer service skills as the first line of defense in handling complaints. Delegates will learn how to actively listen to customer grievances, empathize with their concerns, and communicate effectively to find mutually satisfactory resolutions. Additionally, delegates will be introduced to powerful “breakthrough techniques” for managing escalating situations that have the potential to spiral out of control. These techniques empower delegates to take control of challenging interactions and steer them towards positive outcomes.
Successful customer service professionals possess the ability to turn dissatisfied customers into loyal advocates for the business. By participating in our complaints management training, delegates will gain the skills and confidence needed to transform angry customers into satisfied supporters. Join our training course today to develop the expertise necessary for effectively managing complaints and escalations, and to elevate your customer service skills to new heights of excellence.
Duration:
1 Day
Language:
English/Arabic
Training Objectives
- Understand why customers complain
- How to effectively communicate with a customer who has a complaint
- How to come to grips with people who tend to complain
- How to use LEAPS Module for success
- The proper ways to deal with an angry customer in an appropriate manner
- Handle more challenging situations professionally and calmly.
- Treat complaints as an opportunity to improve
- Control your own responses to keep interactions adult and productive
- Guide the customer’s attention toward solving the problem.
- Use positive language.
- Have the customer make small decisions.
Module Outlines
Module 1: The Angry Customer
- How angry customer situations can make you feel
- How most people respond
- “Working with” vs. “handling”
- Things that Really Help
Module 2: Things that Can Make Matters Worse
- Not listening
- Excuses
- Defensiveness
- Quoting policy
- Jargon, abbreviations
- Appropriate Body Language and Words to avoid
- Interpreting Emotions
- Push Pull technique
- Do’s and Don’ts
Module 3: Diffusing Angry Customer by LEAPS Process
- LEAPS: Listen-Empathize-Apologies-Probe- Share Solution
- Video Review
- Role-Plays
Customized Learning
Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.
Face To Face Learning
Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.
Virtual Learning Labs
Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.
General Methodology
Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.
- Concrete Experience: The delegates will learn by doing
- Reflective Observation: Reflecting on the newly experienced skill-set
- Abstract Conceptualization: Developing deeper understanding to the learned concepts
- Active Experimentation: providing the delegates with realistic tools that can be tested in the real life
Specific Methodology
To effectively execute this program and to ensure that the end result is being achieved, L2S specific training methodology in Handling Irate Customers Skills program is as explained in the below stages:
During the training
The course design is based on interactive facilitation, training games, training videos, role-plays, group discussions, and group brainstorming. Throughout this workshop, we will be monitoring their level of absorption of the education, and accordingly either more of their interaction or more education is allowed for.
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