Handling Customer Complaints Effectively
What you'll learn
- Effective Ways of Handling Complianing Customers in Business
Handling difficult customers either face to face or on the phone can be an intimidating or challenging task especially if it is charged with irrational statements and emotion. Your natural reaction would be to feel defensive and try explaining why the situation occurred. This kind of reaction will only make the situation go worse.
According to research, for every twenty-five customer complaining, only one expresses feelings and thoughts directly to the company that is responsible for the problem. The rest of unhappy customers will not contact you instead will tell others regarding their unpleasant experience. Often, this comes with a compounding effect and there can be hundreds of prospective clients with negative perception about your company but you won't know the damage it can bring to your credibility and losing sales opportunities.
Hence, they need to be handled effectively and get satisfied. This is important for you and your company's success.
In this module you will learn:
1. Anatomy of Complaints (Customer Value Pyramid)
2. Concept of Moment of Truth – Rapport Building
3. The Complaint – How to Control It
4. Solutions to handle different types of difficult customers
5. 4 Golden Sutras of Good Customer Service
6. How to Say No
There will be 2 case studies to connect with the topics.
Who this course is for:
- It is for all those who are in the field of Sales and Customer Service
Passion and Quality in work is the key to a successful professional. As a trainer, this is of prime importance to me. A knowledgeable Soft Skills International Trainer having a sound understanding of needed traits for workplace success and a strong ability to train employees in improving those characteristics. A management graduate from Kirloskar Institute of Management with 16 years of total work experience with 10 years in Training & Development. Have served as Regional Training Manager (Delhi) in ICICI Bank Ltd. A renowned International trainer who has also authored couple of books on sales.
I have conducted more than 1500 classroom sessions so far and have trained more than 25,000 professionals on various business management topics.
On various soft skills and behavioural topics, I have conducted training programs for 215 different companies in 22 different sectors of corporate world.
I am a double PhD. holder and have also done PGDM in Marketing.