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Handling
Angry Customers:
Turning
Complaints to Opportunities
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Audience:
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This program is suitable for individuals who
provide a service or product to external or internal customer, including
customer service representatives, sales personnel who have a direct or
indirect interaction with the customer.
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Objectives:
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By the end of this training program,
each participant will be able to:
- Describe high quality customer
service.
- List the benefits of providing excellent
customer service to external customers.
- Identify barriers to providing
high quality customer service.
- Apply techniques for dealing with
angry or upset customers by successfully learning new techniques.
- Demonstrate how to measure
customer satisfaction levels and take corrective action if needed.
- Understand and identify different
behavioral styles and adapt as necessary.
- Successful understanding customer
complaints and resolve the problem.
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Course Outline:
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i
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Customer Service, why bother?
- What is Customer Service?
- Who is the Customer?
- What's in it for the customer?
- Who deserves your Service?
- 5 keys for better service:
(Reliability, Responsiveness, Feel valued, Empathy, Competence)
- Understanding the Customer
perceptions and expectations: Decisions and Satisfaction
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ii
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Psychology for Communication
- Communicating with the Angry
Customers and their complaints
- Face-to-face Communication, what
is missing?
- Listening (The Six Rules for
listening actively)
- Body Language and Non-Verbal
Communication, what is not being said
- Staying positive under pressure
- Telephone Skills best practices
- Discovering opportunities
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iii
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Dealing with Difficult Customers
- Recognize and Respond Effectively
to Specific Customer Behaviors
- Understand the Physiology of
Anger
- Listen to an Angry Customer So
That They Calm Down
- Turn an Angry Customer into a
Happy Repeat Customer Using a Recovery System
- Remain Calm during Interactions
with Angry Customers by Applying Emotional Management Tools
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iv
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Building Customer Loyalty
- Complaints into compliments
- How and Why people complaint
- Welcoming Complaints
- Losing Customers
- Solving their problems and treat
them like royalty
- Relationship Marketing
- Customer Expectations
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v
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Where Service Excellence Starts
- Developing a Policy to handle
Customer Complaints
- The Consistent approach
- What to include (information from
customers)
- Logging and analyzing complaints
- Who deals with the complaint?
- Establishing Procedures
- Techniques for Special situations
- Drawing the line
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