How To Handle Complaints And Manage Difficult Customers?

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Private Class from

2700/day

(2 Days)

BENEFITS

Upon completion of this program, participants will be able to:

  • Understand the importance of good customer service
  • Master the skills to putting customers at ease
  • Build trust and relationship with customers
  • Help to identify customers' needs
  • Apply effective listening skills
  • Solve customers' problems
  • Invite customers back
  • Build long-term customer loyalty
  • Help the company achieve the prestigious image of a service-oriented organization
  • Master the skills to manage difficult customers
  • Learn effective presentation skills
  • Learn practical grooming skills

INTRODUCTION

The purpose of this program is to impart necessary customer service skills to the personnel who manage the customer service center. Emphasis will be given to train participants on the methods and techniques in providing excellent customer service to walk-in customers. They will also learn professional methods to deal with difficult customers as well as promoting banking products

AUDIENCE

This program is suitable for Executive or NON-Executive level of employees that need to deal with customers.

Levels for Executives and above


METHODOLOGY

This stimulating program will maximize the understanding and learning through lectures, discussions, case studies and practical activities.



GREET CUSTOMERS
  • Results Of Customer Service Survey
  • Create An Impactful First Impression
  • Positioning Of Pleasant Personality
  • Thanking Customers For Seeing You


VALUE YOUR CUSTOMERS
  • Values Come From The Heart More Than Techniques
  • Values Drive Our Attitudes And Motives
  • Focus On Customers’ Expectations

ASK HOW TO HELP CUSTOMERS
  • Identify Customer Needs
  • Questioning Skills
  • Understanding Customers’ Emotional And Logical Needs


LISTENING TO CUSTOMERS
  • How To Do Total Listening
  • How To Break Preoccupation
  • Drifting Eyes Mean Drifting Mind
  • Listening Is The Highest Form Of Persuasion

HELPING CUSTOMERS
  • Product-Focused Or Customer Needs-Focused
  • How To Help Customers
  • Satisfying Customers’ Needs Or Wants
  • Solving Customers’ Problems
  • Giving Customers Extra Value
  • Making Customers Your Partner

INVITING CUSTOMERS BACK
  • Monitoring Customers’ Feelings
  • Making The Best Last Impressions
  • Requesting Customers To Return Soon
  • Making Customers Want To Return
  • How To Do Something That Will Stick In The Customers’ Minds

CREATING A SYSTEM OF CUSTOMER SATISFACTION
  • The Process Of Providing Good Service
  • The Payoff For Providing Good Service
  • Building Excellent Customer Service Skills In Your Life
  • How To Be Good In Providing Excellent Customer Service Skills



UNDERSTANDING DIFFICULT CUSTOMER’S PROBLEMS
  • What Is A Problem?
  • Understanding The Problem
  • The Problem-Solving Formula
  • Removing Negative Emotions From Problem-Solving
  • Do Not Argue Or Blame About Who Created The Problem

IDENTIFYING THE CAUSE WHY CUSTOMERS BECOME DIFFICULT
  • Understanding The Cause Of Problems
  • Egos, Emotions And Attitudes
  • How Much Does An Unsolved Problem Or Complaint Cost You?
  • How To Listen Non-Defensively

DISCUSSING POSSIBLE SOLUTIONS TO PROBLEM-SOLVING
  • Action Guides To Problem-Solving
  • How To Ask For Customers’ Ideas
  • Suggesting Options To Solve Problems
  • How To Agree On The Best Course Of Action


SOLVING CUSTOMERS’ PROBLEMS
  • How to Remove the Cause of Problems
  • Taking Corrective Action
  • Confirm if Customer is Satisfied with Resolution
  • Cementing Strong Customer Loyalty
  • Common Courtesy is the Only Key

GUARANTEE YOUR FUTURE SUCCESS
  • Opportunities are Created by Choice not Chance
  • Understanding The Law of Psychological Reciprocity
  • Use Teamwork as a Competitive Edge
  • Create Long-Term Customer Loyalty


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