Customer Service and Complaints Handling

Course details

One day customer service and complaints handling course. Learn how to communicate effectively with customers.

Course Content: 

• Communicate with customers in a professional and personable manner
• The importance of customer service to meet customer’s expectations
• How customers evaluate service – RATER (reliable, assurance, tangibles, empathy, responsive)
• Exceptional service – exceed customer expectations at each stage of the service cycle
• The importance of tone of voice to build confidence and control the call
• Create great first impressions and apply the right attitude even under pressure
• Understand what customer’s really want – ask the right questions and verify
• The impact of poor customer service and why customers don’t complain
• Encourage and motivate feedback and complaints from customers to improve business
• Calm the customer, show empathy and really listen to customers
• Measure the severity of complaints to provide the appropriate response required
• Deal with the 3 types of human behaviour – assertive, aggressive and submissive
• Work under pressure to defuse the situation – deal with criticism, remain calm & speak clearly
• Excel in service recovery management – manage complaint and create new opportunities
• Manage different types of customers and difficult situations positively

Learning Outcomes: 

• Communicate effectively with customers
• The importance of managing and meeting customer expectations
• Use tone of voice to control the call
• Create positive first impressions
• Manage difficult situations