Full programme for one day (9am till 5pm) handling complaints course
Why people complain
Understanding why, reasons to complain
Welcoming complaints
Why complaints are good news, complaints are opportunities, some scary facts, the income multiplier effect, make it easy, reducing complaints
How people complain
Emotions run high, aggressive complainers, passive complainers, constructive complainers, professional complainers
Developing a policy for handling complaints
Consistent approach, what to include, information from customers, logging and analysing complaints, who deals with the complaint, establishing procedures, techniques for special situations, drawing the line
Communication skills
Communication skills, listening, language, non-verbal language, body language, staying positive, telephone skills, written communication
Psychology of communication
Transactional analysis, ego states, ego state model
Analysing the transactions
Stimulus and response, crossed transactions, uncrossing a transaction, ulterior transactions
Internal complaints
Defining the customer, passing blame, two way process, company culture, insecurity, taking action, multi-skilling & interdepartmental working, team building
Building customer loyalty
Complaints into compliments, losing customers, treat like royalty, solving problems, saying thank you, compliments and comments, relationship marketing, customer expectations
Our Training is suitable for one to one but also for an in-house for 4 to 16 people.
Why people complain
Understanding why, reasons to complain
Welcoming complaints
Why complaints are good news, complaints are opportunities, some scary facts, the income multiplier effect, make it easy, reducing complaints
How people complain
Emotions run high, aggressive complainers, passive complainers, constructive complainers, professional complainers
Developing a policy for handling complaints
Consistent approach, what to include, information from customers, logging and analysing complaints, who deals with the complaint, establishing procedures, techniques for special situations, drawing the line
Communication skills
Communication skills, listening, language, non-verbal language, body language, staying positive, telephone skills, written communication
Psychology of communication
Transactional analysis, ego states, ego state model
Analysing the transactions
Stimulus and response, crossed transactions, uncrossing a transaction, ulterior transactions
Internal complaints
Defining the customer, passing blame, two way process, company culture, insecurity, taking action, multi-skilling & interdepartmental working, team building
Building customer loyalty
Complaints into compliments, losing customers, treat like royalty, solving problems, saying thank you, compliments and comments, relationship marketing, customer expectations
Our Training is suitable for one to one but also for an in-house for 4 to 16 people.