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.
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