Customer Service and Complaint Handling

Customer Service and Complaint Handling

Course Background:

This course will provide participants with the essential skills necessary for dealing with customers. Participants will develop a greater understanding of customer needs and how to deal with these needs confidently and efficiently.

Course Outline:

• Principles driving Customer Service
• Getting ahead of difficult customers
  • Tips to being positive during difficult customer situations
  • Tips on de-escalating and managing emotions
  • Turning complaint into opportunities
• Driving confidence, basic assertiveness & building rapport
  • Question and probing techniques
• Behavioural Skills
  • What are behavioural skills and the importance?
  • Communication skills: active listening, questioning, verifying, and explaining.
  • Emotional Intelligence
  • Empathy
• Time management in customer service
  • Prioritizing tasks
  • Managing customer expectations
  • Handling multiple tasks simultaneously
• Best practices in customer care
  • Providing personalized service
  • Building customer loyalty
  • Creating a positive customer experience

Course Outcome:

Upon successful completion of this course, participants will gain the skills and knowledge necessary to:

• Improve customer service skills
• Reduced customer complaints
• Convert complaints into opportunities
• Deal with difficult customers confidently
• Increased customer satisfaction
• Communicate effectively with customers

This Course is Designed For:

Anyone in a front-line position of customer service.

Duration: 1 Day

Structure: Online

Certification:

Upon successful completion of this course, participants will receive a certificate in customer service and complaint handling.

Upcoming Schedules: