Skillnet Customer Service & Complaint Handling

Course details

A practical and interactive one-day workshop, the course is designed for staff who talk to customers each day either by telephone or by face to face – includes customer advisors, sales, spare parts, service repair, administration, finance etc.

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

• Apply highly developed communication skills for improved customer relations
• Adjust your mind-set and avert complacency - look at things through the eyes of the customer
• Build confidence with customers, whilst portraying a helpful and friendly attitude
• Learn the power of body language to communicate effectively especially with groups of people
• 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
• Encourage customer feedback and make it easy for customers to complain
• Learn to be assertive when dealing with different personalities and irate customers
• Avoid defensive behaviour and trigger words that irate customers
• Deal with criticism, remain calm, speak clearly and defuse the situation
• Differentiate between different levels of dissatisfaction and respond appropriately
• Resolve customer complaints and difficult situations in a confident and competent manner
• Keep promises, keep customers informed, meet expectations & respond quickly and effectively