Dealing with Complaint Calls
It is often said that to receive a complaint is to be given a wonderful opportunity – but it doesn’t always feel that way when you are the one dealing with it. Our Workshop will help you feel differently by giving you powerful techniques for handling angry or demanding customers, and helping you remain calm under pressure.
Who is it for?
Managers and customer service professionals dealing with complaints by telephone and wishing to enhance their skills to bring about more positive resolutions and greater customer loyalty.
What does it include?
- The power of your mind set and attitude
- Why do people complain?
- Doing our homework
- Top Tips for handling different people with different issues
- Staying calm and focused under pressure
- Think through your complaints process
Outcomes
- Understanding how your own self-awareness and motivation affects your interactions
- Development of tools and techniques to deal with challenging calls
- Strategies to deal with your own confidence and assertiveness
- Greater success in resolving complaints to increase customer loyalty