Customer Complaints: Handling, Recovery, and Retention

If customers highlight an overpriced, poor, or unreliable service, they are not condemning your organization to redundancy, but offering you a great opportunity to see your organization from another’s point of view. This feedback can prove to be invaluable and its handling can do wonders for the image and growth of your organization.

A complaint is a warning sign and not a customer lost. How your organization handles complaints is not only vitally important for its development but also critical in gaining customer respect and loyalty.

Unfortunately, since the nature of complaints is usually negative, most people tend to avoid complaints, ignore them and become hostile towards those who complain. As a result, organizations lose the opportunity to directly increase the loyalty of those who complain. They also lose the opportunity to quickly solve the problem that will potentially retain other dissatisfied customers - 90%, according to research - who do not complain.

If you think your organization does not handle complaints well and is missing any of these opportunities, this course is for your team.

Practical and interactive, it will help your organization with the skills, knowledge, and tools needed to handle customer complaints effectively and reap the accompanying benefits.

Course Overview

Handling customer complaints well requires practice and an exposure to a wide variety of situations. Hence this course is fundamentally designed around examples and scenarios to accelerate this exposure and help participants to quickly go through a series of common scenarios.

Critical examples are provided on how a particular situation can be addressed poorly and what better alternatives exist in handling such situations. By observing bad attitudes and conversations, participants can quickly learn what doesn’t work and why. This helps them to remember the skills longer and apply them more successfully in real world situations.

Participants will take part in interactive exercises, group activities and role-plays to master the skills and become better at handling confrontations, aggressive or difficult people.

By the end of this course, the participants will be able to:

  • -Hold a positive attitude towards complaints and appreciate how they benefit their organization.
  • -Use Active Listening techniques when handling complaints to help establish rapport and leave a positive impression
  • -Respond to common challenging scenarios and handle complaints in an efficient manner
  • -Communicate assertively with customers when handling complaints for a win-win outcome
  • -Increase the effectiveness of their communication with others using body language
Course Outline:
Nature of Complaints
-Why people complain
-The damage complaints can do to your organization
-Making sure the complaint does not escalate
-Accepting customer feedback graciously
-Re-building the customer relationship
Communication That Works
-Developing the right attitude towards complaints and handling complaints
-Sounding confident, caring and helpful – building rapport
-Exploring types of listeners
-The advantages and disadvantages of each listening type
-Active Listening
-Applying active listening to improve complaints handling
Handling Complaints
-Types of complainers
-Best strategies to deal with each type of complainers
-What to be aware of when dealing with each type to prevent the encounter from becoming unproductive
-The various techniques required to handle written, telephone and face-to-face complaints
-Taking responsibility for the successful outcome
-Tools for processing complaints
Complaint Handling Scenarios
-Common challenging scenarios when handling complaints or serving customers
-Handling aggressive complainers
-Preventing people from using others as an audience when complaining
-What to avoid when handling complaints to reduce the likelihood of confrontations
-Dealing with slow speakers
-Managing careless remarks
Assertiveness Skills
-Understanding assertiveness
-How to be assertive
-How assertiveness differs from aggressive or passive behaviour
-Construct your sentences to express yourself assertively when responding to complaints
Body Language
-The critical postures and gestures to observe when handling complaints
-How not to appear defensive and confrontational
-Postures to use to make the other person feel calm and cared for
-Body language signals that best suits your assertive style of communication
If you're interested in this course, please .