Complaint handling can’t be scripted, this is the moment when customer facing personnel must connect with a customer and make the most of the opportunity to listen, to help the customer and retain their business.
"All I can do is apologise" or "Thank you for that information" will not help, and will leave your customers with a greater sense of frustration. In fact in our research 76.7% of respondents had left an organisation because that company did not know how to deal with a problem or a complaint, and added to the stress of the problem by the way they handled the customer contact.
Handling complaints is one of the KEY learning needs for participants on our training courses. They want to understand how to help the customer, while managing their responses to what the customer may be saying or shouting at them.
We've put together a course designed to help people help customers when things have gone wrong, minimise escalations, and manage their own emotions when faced with an unhappy customer who isn't having a good experience.
This course is about developing the communication skills to help customers when they have experienced a problem, even when the computer says no.
Anyone who is customer facing
Focuses participants on the customer, and their experience when doing business with you.
Helps participants build the confidence and the skills to deal effectively with customer complaints and problems so that you retain the customer.
• Customer service and customer retention
• The business benefits of complaints and effective complaint handling
• Understanding the customer perspective
• The key communication skills required when dealing with a complain
• Dealing with angry customers
• Identifying the triggers for angry customers and avoiding the pitfalls
• Reviewing complaints and feeding back to management
• Closing the loop – making sure avoidable complaints are avoided
• Action planning and learning review
Our courses are a participative mix of input and practical exercises designed to help people learn, develop skills and confidence.
We'll tailor the course so that it is right for your people who are dealing with your customers in your market place.
Customer Service Resource Centre
Download the Top 10 Hates when doing business with Call Centres
Explore why customer service is important and discover what happens when organisations don't pay attention to it
More survey results to help you keep your customers happy
An unhappy customer and the lessons we can learn
The story goes on.... with more lessons
The key skills of delivering great customer service
Download our whitepaper on dealing with angry customers
Define Good Customer Service
Some definitions of good customer service - have your say - how would you define it?
lessons to be learnt from this customer service malfunction
Why customer service is important
The power of words
These you tube videos are great resources to show in team meetings to show the power of the language we use.
Some ideas to help you focus your customer service skills
Customer Service Articles
Access our published articles on customer service and customer retention. More