Organisation: AAIM
Category: Complaint Management
Description: Disappointed and angry customers are difficult to deal with. If handled poorly you can lose their business and they can damage the reputation of your company. This class is designed to equip customer service representatives to better cope with complaints. These techniques will prepare frontline customer service representatives to more effectively manage complaints, provide outstanding customer service and increase customer loyalty.
At the end of this class you will be able to:
acknowledge the customers right to complain without bias.
write a simple plan to use when complaints surface.
ask for and get information that will assist in the complaint resolution.
maintain control of the conversation with an irate customer.
remain calm, cool, and collected in the face of difficult customer complaints.
track repetitive complaints and use a formula for resolution.
make an informed decision regarding the fix and atonement requirements.
gain the trust and goodwill of the complainer.
use undivided-attention listening to hear and act on the customers complaints.
Topics that will be covered:
Why Complaints Happen
The Cost of Handling Complaints
Communication Techniques That Reduce Escalation
Planning to Minimize Negative Interaction
Staying Calm and Cool
Gaining the Cooperation of the Complainer
Building Trust and Loyalty With Effective Complaint Handling
Who should attend:
Customer service representatives as well as managers and supervisors of customer service departments.
Competencies:
Customer Focus
Location: Des Peres, MO, University of Phoenix.
Duration: Half day 1:00 - 5:00 pm
Member Cost: $225 NonMember Cost: $305
Price: USD $305
Contact: AAIM
1600 S. Brentwood Blvd. #400
St. Louis,
MO 63144-1307
Email :
marvis.meyers@aaimstl.org
Webmail :
https://aaimtrain.org
Service Available In :
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