When a customer feels strongly enough that his or her expectations have not been met, he or she may make a complaint. Customer complaint handling is one of the most important aspects of providing excellent customer service. Customers who complain are offering the organization a second chance to identify and fix problems, It is said that the way you handle a complaint is far more important than the solution you provide. It’s how you deal with customer that matters most in a problem situation. Indeed how you handle complaints can lead to long term customer loyalty and increased likelihood for your customers to spread the word about your great service.
The training will include:
The Psychology of customer recovery
Customer expectations in problem situations
Golden Rules for complaint resolution
The Psychology of customer anger
Saying“No” to customers etc
If you looking to gain skills in complaint resolutions, consider this program.
Available as a half-day & up and customized to your requirement.