Customer Services: Difficult & Complaint Handling

Description

Customers whose expectations are very high can become very difficult to a business. Businesses which over promises and under deliver end up having to manage difficult customers as well. Failing to manage difficult customers may cause dissatisfaction among customers which could eventually lead to losing them. Therefore effective approaches in handling difficult customers can lead to an increase in customer satisfaction and retain customers. Difficult customer may lead to complaints that can result in losing them.

What You'll Learn

Requirements

Training can be conducted by both physically & online

Who this course is for

Managers, Executives, Management Trainees, Middle Management / Senior Managers / Head of Dept, Anyone involved in any types of projects within an organization

Course Content Overview

  • Module 1: WHO IS A CUSTOMER?
      • Categories of customers in a business
      • Initiating, developing customer relationship
      • Gaining customer commitment
      • The key in building long-term customer partnerships
      • What is quality customer service?
      • Principles of total customer satisfaction for customer-service workers
    Module 2: WHY CUSTOMERS BECOME DIFFICULT?
      • Who is a difficult customer?
      • What makes customers difficult to handle?
      • Aggressive customer
      • Why do people get aggressive?
      • Moments of truth
      • Deal with difficult customers in a professional manner
      • Strategies in handling difficult customers
      • Solving customer's problem
    Module 3: STRATEGIES IN HANDLING CUSTOMER COMPLAINTS
      • Why people complain?
      • How people complain?
      • What is a customer complaint?
      • Communicating with the complainer
      • Why is customer complaint handling so important?
      • Why don't more dissatisfied customers complain?
      • Important techniques to use when handling complaints
      • Handling customer complaints as gifts
      • Encourage complaints

       

      Download Module For More Detail !

    • You may download the course detail, trainer profile and leaflet by click download button below

    Download Module
    Download Trainer Profile
    Download Leaflet

    You may like to explore below courses:

    • Contact Details
    • Novas HQ, Kuala Lumpur
    • 10-2, 2 Rio Office Tower, Persiaran Rio, Bandar Puteri, 47100 Puchong, Selangor D.E
    • Hotline : +603 8603 2052
    • Email : [email protected]
    • SSM : 202301045911 (1539826-M)
    • Novas Sabah Branch
    • Lot 10, 1st Floor & Mezzanine Floor, Phase 8, Lorong Margosa 2, Luyang Commercial Centre, 88300 Kota Kinabalu, Sabah
    • Hotline : +6088 223 975
    • Email : [email protected]
    • SSM : 202301045911 (1539826-M)
    • Novas Sarawak Branch
    • No.16-18, 2nd Floor,
      Jalan Wong King Huo, 96000, Sibu, Sarawak
    • Email : [email protected]
    • SSM : 202301045911 (1539826-M)
    • Novas Penang Branch
    • No. 127, 2nd Floor, Jalan Merbau, Pusat Perniagaan Oren, 13000 Butterworth, Pulau Pinang
    • Email : [email protected]
    • SSM : 202301045911 (1539826-M)
    Email