Handling Customer Complaints

Handling Customer Complaints: Gain powerful, creative strategies for handling complaints and maximizing customer retention.

Fielding complaints can be the hardest part of working with customers. It’s frustrating, stressful and hard. You never know when a complaint will happen, how angry the customer will be, how large the problem will be, or if you can even come up with a solution to their problem. What makes your job even tougher: today’s customers are smarter and more demanding than ever!

If they feel like they aren’t heard or getting the solutions they want – they’ll go somewhere else and take every one they know with them. Effectively resolving and handling customer complaints is vital to your organization’s success. That’s why How to Handle Customer Complaints will be the most important training for customer service professionals.

Businesses need to handle customer complaints quickly and effectively, they need build unbreakable customer loyalty in the process, and learn to transform their unhappy customers into their biggest fans.

Topics

• What is a complaint?
• Concept of Service Standards
• The Ethos of Handling Complaints
• Customer Personality types
• The Resolution Process
• Handling Conflict – your styles

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