Dealing with complaints objectively will give an a opportunity to maintain loyal customers

Some customers are more difficult to deal with than others. Few customers are inherently rude or mean, although some may be. Usually when a customer is mad, rude, challenging or otherwise difficult to help, there is a reason.

The fact of the matter is that most customers are great. They are friendly, understanding, and tolerant. They are also knowledgeable, demanding, conscious of the value of their time, and hold high expectations for quality of product and service. You as service providers should never take these customers for granted.

Even when customers are wrong or difficult you must respect their perception and treat them with respect.

At the end of the training participants will be able to :

- Identify the complaints to several categories

- Select the appropriate staff to deal with the complaints objectively

- Develop the process of dealing with the complaints

- Communicate effectively in dealing with the complaints

- Consolidate and report the solutions to the complaints

• Categories of complaints

• Nature of complaints

• Techniques in dealing with the complaints

• Assignment of complaints

• Qualities of staff that are required to deal with the complaints

• Ways of dealing with complaints

• Steps in dealing with complaints

• Different profile requires different skills

• Questioning and Listening skills

• Choice of words

• Avoid emotional trigger words

• Consolidate the outcome of solutions

• Suggestions to improve

• Reporting the solutions