Customer Service and Complaint Handling
Course Background:
This course will provide participants with the essential skills necessary for dealing with customers. Participants will develop a greater understanding of customer needs and how to deal with these needs confidently and efficiently.
Course Content:
- Principles driving Customer Service
- Getting ahead of difficult customers
- Tips to being positive during difficult customer situations
- Tips on de-escalating and managing emotions
- Turning complaint into opportunities
- Driving confidence, basic assertiveness & building rapport
- Question and probing techniques
- Behavioural Skills
- What are behavioural skills and the importance?
- Communication skills: active listening, questioning, verifying, and explaining.
- Emotional Intelligence
- Empathy
- Time management in customer service
- Prioritizing tasks
- Managing customer expectations
- Handling multiple tasks simultaneously
- Best practices in customer care
- Providing personalized service
- Building customer loyalty
- Creating a positive customer experience
Learning Outcomes:
Upon successful completion of this course, participants will gain the skills and knowledge necessary to:
- Improve customer service skills
- Reduced customer complaints
- Convert complaints into opportunities
- Deal with difficult customers confidently
- Increased customer satisfaction
- Communicate effectively with customers
This Course is Designed For:
Anyone in a front-line position of customer service.
Training Methodology:
This course is classroom-based, or online, it is highly interactive with role-playing playing and practical exercises to reinforce the participants understanding and learning.
Duration of the Course:
1 day.
Certification:
Upon successful completion of this course, participants will receive a certificate in customer service and complaint handling.