Handling Customer Complaint (1 Day)

A potential customer's perception of any company is founded on how the front line staff handle the initial moment of contact. This training course will provide course participants with a focused awareness of the customer's expectations which, brought about by use of highly developed communication skills, will lead to a more profitable relationship, satisfactory to both company and client.

Target audience
1. Customer Service Managers, Executives and Staffs
2. Quality Managers or Management Representatives
3. Technical Support and Marketing Managers, Executives or Staffs
Course Objective
Participants will gain:
1. A greater understanding of customer needs and expectations.
2. The confidence to deal with any given situation in a professional and personal way.
3. A practical knowledge of how to provide answers, relate, control and close every customer transaction
Course Content
1. Introduction to effective complaint handling
2. Understand Customer and Understand Their Complaint
3. Develop a Complaint Handling Process
4. Handling Documentation (8 Discipline Format)
5. Failures of Complaint Handling and How to Avoid Them