Effective Complaint Handling for Professionals

2-Days Workshop

The ability to deal directly with customers or clients with complaints is crucial for front-liners or managers in charge. It needs a specific set of skills with a certain level of experience. It also requires the professionals to have a better understanding and the ability to control the overall situation. The customers and clients are the main reason for our business existence.

This program will equip the participants to recognize customer types and how to deal with several complaint scenarios. They will learn how to deal with and manage the situation in all parties’ best interests.

This Effective Complaint Handling for Professionals program will also address the motivational state and stress aspect of the participants who have to deal with the above situation. The program will guide them on how to heal their emotions and maintain the motivational level required from any professional front-liners and managers in this area.

Key Benefit for Participants:

• Understand the challenges and opportunities in handling complaints
• Recognize types of complaints and types of customers
• Ability to deal with and face challenging situations in handling complaints
• Understand how to cope with emotional pressure in the complaint-handling situation
• Understand how to regroup and refresh professionally and individually
• Ability to perform complaint handling professionally and regularly

Program Outline:

• Be Your Customer’s Hero:
  • The difference between reactive & proactive service
  • The difference between high critical intensity experience and low critical intensity experience
  • The loops closing strategy
• 7-Service Triggers
• Recognizing Customer Types (using MBTI approaches)
• Recognizing Complaint Types
• Understanding Body Language (using MBTI approaches)
• Customer Hero Recharges: Self-Healing and Stress Therapy
• Customer Hero Dream: Build positive Suggestions by Visualizing Excellent Services
• Exercises

Training Methods:

This training is delivered comprehensively, yet in a light and interesting way, to get participants active involvements and ownership of the subject, using participants’ own works and cases.  While it is structured and organized, the training allows room for flexibility and responsiveness to the need of participants. Participants will be challenged with practices that may test their comfort zone in dealing with the subject.

Each stage of the sessions above will include various exercises, such as individual micro presentation, group discussion, group presentation, QA, hands-on practice according to the learning points, observing a presentation, feedback & evaluation, fun quiz.

Recommended Participants:

• Front-liners (Customer Service, Relationship Management, Front Office, and other customer-related professionals)
• Any Managers who will eventually deal with customer complaints