Complaint Handling and Problem Solving

This short course is aimed at customer facing staff, who are responsible for resolving customer problems and handling complaints. Learn about the different types of problems a customer will come to you with and reasons why customers complain. Understand appropriate responses and how to turn a negative situation into a positive one. Know how consumer rights affect problem-solving and complaint handling and feel confident in your ability to resolve issues in line with current legislation and ethical requirements.

Customer Services (Inbound) & Sales (Out Bound)

1. What comes first?
2. Meeting the expectations
3. Word of Mouth (Network Marketing)
4. Retaining the Customer
5. Creating Opportunities

Complaint Management

Having complaints and not so happy customers is the most interesting part of customer services industry. Complaints and such customers are considered as a GIFT to cheer.

1. How to Handle Complaints?
2. Handling Tricky Situations
3. Checks & Requirements
4. Various Method to Handle Challenging Customers

KEY TOPICS

• Don’t get emotional, use only factual language
• Action plan
• Time and task management training
• Use the ‘deadline’ and the ‘value’ of the task to prioritize properly
• Distinguish between ‘busy-work’ and being ‘productive’
• The P List: Planning, prioritization, preparation and prevention
• Handling interruptions and distractions
•  How to handle difficult people
• How to better concentrate and focus
• How to keep the conversations productive
• The five-part continuous improvement formula
• The opposing five-part failure formula
• How to give constructive criticism
• Turning negative situations into positive
• Action plan, final summary close

Advantages of this course

• Resolving problems to the satisfaction of the customer is an intrinsic part of customer service and can reduce the likelihood of a customer making a formal complaint, leaving negative reviews, or telling friends and family not to use your organisation. This course outlines top tips for problem-solving and a simple six-step process for finding solutions to common issues.
• This course considers what to do if the problem or cause of the complaint is not the fault of the organisation. For example, a customer mistake or a change in the law.
• Training is given through a filmed tutorial, references to websites for reading and good practice videos
• There is suggested extra reading to give both practical information and links to websites to expand knowledge An additional activity encourages the learner to reflect on the learning