Dealing with Customer Complaints on the phone

Course details

Overview

• Every company receives customer complaints, and many of these complaints are often received through the phone.
• Customers may get rude or angry, and how you respond can make a significant difference, either making them turn away from your organisation or turn them into your loyal customers.
• Dealing with phone complaints is one area which is essential and yet is often neglected by many organisations. Many people don’t realize that the way they respond on the phone affects both their professionalism and the image of their company.
• This workshop will guide the participants to diffuse tense situations, manage the tone of your voice, and use appropriate techniques to handle phone complaints effectively.
• This workshop is designed to impart to you the essential telephone techniques and the core customer service principles so as to boost your confidence in verbal communication. You will learn how to develop your telephone voice and adjust your tones to different types of callers and situations.
• You will also learn the techniques to deal with difficult callers and challenging situations and how to say no without offending the callers.

Learning Objectives

• Develop effective and supportive self-talk to manage telephone complaints
• Develop listening and questioning skills to fully understand complaints
• Develop your tone of voice to suit the situation and to pacify customers
• Learn to properly identify the key issue(s)
• Use appropriate problem-solving techniques and timelines
• Maintain and build your organization’s positive image, customer loyalty and your professionalism by finding effective solutions