Certified professional : Managing Customer and Complaints

NAME OF THE COURSE
Certified professional: Managing Customer and Complaints
 
CERTIFICATION
Certified professional: Managing Customer and Complaints
 
COURSE OVERVIEW
As service providers, we sometimes find ourselves facing or handling “difficult customers”. When we have to deliver “bad news”, say “no” to customers or to people in power, we’re often tempted to placate with a “yes”. It is indeed a challenge trying to balance the need to be service-oriented and the need to deliver difficult messages to our customers. This one-day course teaches service providers how to manage difficult customer situations more effectively that work towards joint problem-solving/agreement.
 
TRAINING DURATION
Total Training Hours : 22 Hours
Training Duration      : 1 Week
Total Training  Days  : 4-5 Working Days
 
TRAINING SCHEDULE
Weekdays (Sunday to Thursday)
Regular Sessions : 4 – 6 Hrs Per day (9am to 2pm or 3.00pm to 9.00 pm)
Food & refreshments Included
Weekends (Friday & Saturday)
Fast Track Sessions: 8 Hours per day (9am to 5pm)
Food & refreshments Included
 
CERTIFICATION
Globally recognized certificate from “Kings Global Career Academy”
 
TEST
No
 
LEARNING AIDS
Yes
 
COURSE MATERIAL
Hard & Soft Copies of Study Material
 
LANGUAGE OF INSTRUCTION
English
 
INSTRUCTOR HELPLINE
Yes
1. Email
2. Social Media (For Emergency requirements)
 
REGISTRATION REQUIREMENTS
1. Passport Copy
2. Curriculum Vitae
3. Passport size photographs
4. Course Fee
 
MODE OF PAYMENT
Cash / Cheque / Credit Card / Bank Transfer.
 
ELIGIBILITY CRITERIA
This highly participative course is designed for anyone who has regular customer contact (face to face or over the telephone) and wants to develop their skills in delivering great customer service.
 
COURSE BENEFITS
  • Identify what causes customers to be demanding or difficult and the consequences
  • Recognise and manage your own responses
  • Develop strategies for managing different types of difficult customers
  • Gain confidence in handling customers appropriately
  • Develop communication skills on empathetic listening, defusing conflict/anger, speaking assertively
 
COURSE CONTENTS
 
The Problem Tree Activity: Defining Difficult Customers
 
  • Who are Difficult?
  • What makes your Customers Difficult?
  • Differentiating between Upset Customers and Difficult Customers
  • Understanding Different Communication Channels and Their Effect
 
  • Face-to-face Interaction
  • On the Telephone
  • Assertive Communication
 

Ways of relating to others: being passive, assertive and aggressive
  • The goal of Assertive Communication
  • Benefits of Assertive Communication
  • Assertive Self-Assessment
  • Types of Assertion
  • Assertive Communication Skills
  • Strategies for Handling Dissatisfaction
 

Understanding the nature of Customers’ Problems and Emotions
  • Managing Our Own Responses
  • Communicating confidently and calmly, under pressure and saying things in the right way
  • Listening and Responding with Empathy
  • Avoiding certain Triggering Words
  • Defusing Phrases & The Art of Saying No
  • Managing the Extremes
 
When and how to address what is unacceptable
 
Corporate Image & Your Writing: It’s a close relationship
 
  • Common mistakes in responding to customer’s feedback
  • Presenting a positive image in your writing
  • The Basics of Good Writing
 
  • Write correctly – check your grammar
  • Write concisely – less is more
  • Write simply – natural sounding is key & avoiding big words
  • Write courteously – positive service language
  • Short exercises
  • Writing Responses to Customer Compliments
 
The two purposes of responding to compliments
  • Connecting with the customer at a more personal level
  • Skill practice – Let’s reply
  • Writing responses to Customers Complaints
 
Customer complaint behaviour – understand customer expectations and needs in their complaints
  • Elements of a good service recovery
  • Writing that reflects empathy and tact
  • Empathy Index in writing
  • Avoiding triggering words and phrases
  • Writing refusals politely
  • Skill practice – Let’s reply
  • Managing Social Media Feedback & Complaints
 
Understand customer behaviour on social media
  • Responding to positive review/feedback
  • Responding to negative review/feedback
  • How to remove negative feedback
  • Skill practice – Let’s reply
REGISTER