Organisation: Right Track Consultancy
Category: Complaint Management
Description: Understanding Complaints--
Review the principle causes and reasons for customer complaints within the context of the organisation
Levels of authority to resolve complaints
Client’s complaints handling process
Recognising the total cost of losing a customer
Recognising objections
Overcoming objections
Negotiation skills to satisfy customer needs
Using features and benefits to promote solutions
Building customer confidence
Understanding and Dealing with Behaviours--
Types of customer behaviour when complaining
Understanding the changes in people’s behaviour as a complaint escalates – the cycle of anger
Identifying the actions and behaviours of the customer service team that triggerunnecessary escalation in customer’s anger or frustration
Which attitudes cause the customer to be angry?
How is attitude influenced and communicated?
Positive mind sets within a team
Price: NA
Contact: Right Track Consultancy
Brockhill Court,
Brockhill Lane,
Redditch, B97 6RB,
UK
Email :
enquiries@righttrackuk.com
Webmail :
http://www.righttrackconsultancy.co.uk
Service Available In :
Search Similar Program in: Redditch |
Worcestershire |
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