SCR-103 Strategies for Dealing with Difficult Customers and Resolving
Complaints
Customer service encompasses the range of activities and interactions that a business undertakes to meet the needs and expectations of its customers. It involves not only addressing inquiries, providing assistance, and delivering products or services but also ensuring a positive and memorable experience throughout the customer journey.
This involves cultivating a customer-centric culture where every interaction is an opportunity to build trust, loyalty, and satisfaction. Complaint handling, on the other hand, is a critical aspect of customer service that involves addressing and resolving issues or grievances expressed by customers.
Effective complaint handling requires empathy, active listening, problem-solving skills, and a commitment to finding satisfactory solutions promptly and professionally. It's not just about rectifying mistakes but also about turning challenges into opportunities to strengthen customer relationships and enhance overall satisfaction. In essence, customer service and complaint handling are integral components of a company's commitment to excellence and building long-term relationships with its customers.
This involves cultivating a customer-centric culture where every interaction is an opportunity to build trust, loyalty, and satisfaction. Complaint handling, on the other hand, is a critical aspect of customer service that involves addressing and resolving issues or grievances expressed by customers.
Effective complaint handling requires empathy, active listening, problem-solving skills, and a commitment to finding satisfactory solutions promptly and professionally. It's not just about rectifying mistakes but also about turning challenges into opportunities to strengthen customer relationships and enhance overall satisfaction. In essence, customer service and complaint handling are integral components of a company's commitment to excellence and building long-term relationships with its customers.
This training will provide you:
- The training workshop will teach the participants to understand the fundamental of Customer service
- Improve customer service by using the right approach, positive mentality and effective communication skills
- Understand why customer complaint
- Apply basic steps and effective way to resolve complaints.
- How to be assertively respond to the unfriendly customer’s complaint
Day 1
Day 2
- Section 1: A Clear and Comprehensive Understanding of Customer Service
- Section 2: The 15 Fundamentals of Customer Service Attitude, Mindset & Communication Skills
- Section 3: Introduction to The International Professional Spiel for Customer Greeting
- Section 4: Understanding the 4 Basic Reasons Why Customers Are Unhappy
Day 2
- Section 5: The Five Basic Dos for Handling Complaints
- Session 6 : Essential Skills to Effectively Resolve Complaints
- Session 7 : Customer Service Motivations
- Session 8 : Open Discussion and Solutions
- Session 9 - Motivation for Customer Service Agents
Managers, executives, buyers, procurement officers, Front-liners, Sales & Marketing Executives, Customer Service personnel and other staff who wish to learn how to build relationships and influence others within or outside the organisation.
This is a 2-days programme.
This course runs from 9:00am – 5:00pm with an hour for lunch and periodic short breaks.
This is an intensive session designed to include as much discussion as possible. Lunch and breaks provide an opportunity for further questioning and discussion with the instructors.
This course runs from 9:00am – 5:00pm with an hour for lunch and periodic short breaks.
This is an intensive session designed to include as much discussion as possible. Lunch and breaks provide an opportunity for further questioning and discussion with the instructors.
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We are HRD Corp (Human Resource Development Corporation) Registered Training Provider.
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