Description
Complaints, when handled well, are a real opportunity to consolidate the relationship with the customer. Training customer service in complaints management is crucial to retaining customers. This complaints processing training provides tools, methods and interpersonal behaviors to effectively manage complaints, face-to-face, by telephone, in writing. To move from customer dissatisfaction to customer satisfaction... and even customer enthusiasm!
Who is this training for ?
For whom ?Any employee required to handle customer complaints: after-sales service, sales assistants, call center advisors, salespeople, and their managers.
Prerequisites
The fundamentals of communicating with customers are acquired.
Training objectives
Training program
- Before the face-to-face
- - A self-diagnosis.
- - An introductory video: "The new heroes".
- Handle each complaint to retain customer loyalty
- - Understand the state of mind and expectations of the customer who is complaining.
- - The emotional dimension.
- - Choose the most suitable channel.
- - Workshop scenario: if I were the client.
- Construct and argue a satisfactory solution
- - Carry out the interview without being subjected to it.
- - Reduce tension.
- - Agree on the objective.
- - Negotiate a solution.
- - Training scenario: handling a complaint.
- Make a difference through your relational behaviors
- - Remain in control.
- - Deal with aggressiveness or manipulation from customers.
- - Personalize the relationship.
- - Implementation situation Scenario: dare to say.
- Optimize the quality of written responses to complaints
- - Analyze the complaint.
- - Reply with the P.P.F. plan.
- - Lighten the style.
- - Write an email.
- - Scenario Application on the participants' writings.
- Contribute to improving the quality of service
- - Report complaints.
- - Alert of a malfunction.
- After face-to-face, implementation in a work situation
- - A strengthening program and three training modules: "Develop your assertiveness" Level 1, 2 and 3.
