Description
Effective customer complaint handling is one of the critical aspects of providing great customer experience. As we know, unsatisfied customers will share their bad experience with others broadly. Therefore, complaint can be the two sides of the same coin, which either creating the loyalty customers or damaging the company image. Besides, customers’ complaints are offering the organization a chance to identify potential problems.
This half-day workshop will help the participants to equip comprehensive skill-sets and develop responsive mind-sets of effective customer complaint handling
COURSE OUTLINE:
Session 1:
1.Understand the different levels of customers’ complaint
2.Learn how to identify customers’ communication styles
3.Know how to discover customers’ needs through active listening and effective questioning
Session 2:
1.Understand how to maintain assertive and empathy during whole process
2.Learn how to defuse difficult customers’ emotional responses
3.Know how to achieve the win-win outcome for both customers and organizations
PROFESSIONAL TRAINER:
Cindy YU (Associate Trainer of SGS Academy HK)
- Over 15 years of experience in the field of training and consultancy services.
- Designed and delivered a lot of well-received customer services programs for over 100 large scale corporates and companies in Hong Kong & China, including McDonalds, IKEA, Coca Cola, Citibank, CHANEL, Jetour Holiday, MTR, Po Leung Kuk,….etc.
- Accredited as Certified International Services Quality Management Practitioner (ISQMP), Internal Quality Auditor and Mystery Shopper of Qualicert® by SGS Ltd.
(SGS Hong Kong Ltd. reserves the right of final tutor arrangement)
CERTIFICATION (Attendance: 100%):
Delegates who successfully completed the course will be issued a certificate by SGS Hong Kong Limited.
GENERAL INFORMATION:
Venue: T.S.T. / Wan Chai / Sheung Wan Training Centre / TBC
Medium: Cantonese supplemented with English materials
* Early Bird Price will be offered to participant whose enrolment is made one month prior to the course or online booking
Objectives
- Understand the importance of capturing and resolving complaints
- Know how to develop a win-win approach to resolving complaints
- Learn how to identify different types of communication styles of customers and how to deal with them effectively
- Know how to demonstrate empathy whilst maintaining control of the conversation
- Understand how to resolve complaints in a consistent, systematic and responsive manner
Audience
This course is designed for those who are responsible for dealing with customers’ complaint.
Classroom Half Day
44673064