Customer Service & Complaint Handling

Course details

Who Should Attend:
A practical and interactive one-day workshop, the course is designed for all who work directly with customers both on the telephone or on a face to face basis – includes managers, field support, administrators, reception, managers, customer service etc.

Overall Aim:
The aim of this workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers both on the telephone and on a face to face basis. Participants will learn the importance of managing and exceeding expectations at every step of the service cycle and effectively deal with complaints in a calm and assertive way, without reacting inappropriately resulting in satisfied and loyal customers.

Objectives
After completing the workshop, each participant will be able to:

• Apply highly developed communication skills for improved customer relations
• Apply the 5 key factors (RATER) and deliver great customer service every time
• Exceed customer expectations at each stage of the service cycle
• Build confidence with customers, whilst portraying a helpful and friendly attitude
• Learn the power of body language to communicate effectively with customers
• Use the telephone effectively to create the right impression even under pressure
• Put customers at ease, build trust and create empathy to make a connection
• Learn to really listen to customers, ask the right questions and understand their needs
• Talk to customers in their own language - know what to say and how to say it
• Be able to know how & when to control conversations - especially with large groups of people
• Encourage customer feedback and make it easy for customers to complain
• Differentiate between different levels of dissatisfaction and respond appropriately
• Learn to be assertive when dealing with different personalities and irate customers
• Deal with criticism, remain calm, speak clearly and defuse the situation
• Resolve customer complaints and difficult situations in a confident and competent manner
• Keep promises, keep customers informed, meet expectations & respond quickly and effectively

Workshop Content:

• The essence of effective communication to meet customer’s expectations
• The importance of customer service to develop great “customer experiences”
• 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 a positive attitude to create great first impressions
• Handle telephone calls with confidence & maintain control even under pressure
• The power of body language to get on the customers side and make a connection
• Essential and active listening skills and the importance of showing empathy
• Understand what customer’s really want - ask the right questions to meet expectations
• Tone of voice – it’s not what we say, it’s how we say it
• Encourage and motivate feedback and complaints from customers to improve business
• Measure the severity of complaints to provide the appropriate response required
• Work under pressure to defuse the situation – deal with criticism, remain calm & speak clearly
• Assertive behaviour – the appropriate behaviour for interacting with customers
• Manage different types of customers and difficult situations positively
• Excel in service recovery management & always follow up - from complaint to satisfaction

Training method

The training will take the form of a one-day workshop, with group discussions, exercises & feedback based on individual/group needs. Each participant will receive a workshop manual. Follow up mentoring and training can be provided with this workshop.