To give an insight on High Impact Customer Service & Complaints Handling Skills and applying appropriate techniques in dealing with customers effectively and professionally.

Dealing with complaints objectively will give an 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.

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

• Possess essential qualities required to provide great customer service

• Identify the type of customers to serve them better

• Provide great customer service form the heart

• Deal with challenging customers objectively

• Handle complaints professionally 

• Develop a customer service culture in the organization

Module 1: Mandatory qualities in customer service personnel

• Tips to be positive at all times

• Ways on self-talk

• List ways of taking ownership

Module 2: Understand your customers

• Moments of truth

• Knowing customer expectations

• What do customers want?

Module 3: Service from the heart

• Listening techniques

• Questioning skills

• Choice of words

• Match the customer’s speed and style

Module 4: The service star

• Great service is habitual

• Moving up the customer service ladder

• Building a stronger service team

Module 5: Dealing with challenging customers

• Why customers get upset

• Delivering bad news

• Recovering disappointed customers

Module 6: Identifying the complaints objectively 

• Categories of complaints

• Nature of complaints

Module 7: Who is responsible in dealing with the complaints

• Techniques in dealing with the complaints

• Assignment of complaints

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

Module 8: Structure of dealing with complaints

• Ways of dealing with complaints

• Steps in dealing with complaints

Module 9: Effective communication in dealing with complaints

• Different profile requires different skills

• Questioning and Listening skills

• Choice of words

• Avoid emotional trigger words

An interactive and practical approach incorporating individual assessment exercise, group discussions and presentations, role plays, simulation games and lectures.

Frontliners and customer service personnel.