Complaints Management

Who is the workshop intended for?

The one-day training program “Complaints Management” is intended for the staff of the customer service, the accounting department, and all other departments that deal with clients’ remarks on a daily basis.

Training objectives

The training will give a better understanding of the problems of successful remediation, and identify and develop skills for solving them. The goal is to empower employees to constructively engage in conversations (starting from detecting the causes of the problem to forming their responses), responding adequately to the complaint, and then concluding the communication as desired.

Workshop content

• a review of the existing practice in dealing with objections
• how to bring yourself to a resourceful state
• perception change techniques
• how to build, achieve and maintain a good relationship during complaints/complaints
• VIP problem solving format
• empathy – the skill of successful communication
• how to use body language effectively during remarks
• why do clients leave and how can we prevent it?
• how to turn an unsatisfied client into a loyal one?
• communication techniques for responding – asking key questions, listening, mirroring and reformulating, “L-A-S-T” model
• complaint handling procedure – steps we need to know.

DURATION: ONE DAY TRAINING PROGRAM 

Business Communication

Complaints management