Workshop Overview:
This program is designed to help participants understand the nature of complaints and how to face, record and find permanent solutions to these complaints. As managers leading teams, you must handle the different behaviors of customers, find the appropriate tools to measure these behaviors, and then deal with them professionally.
The target is not only to manage customer complaints, but to turn these encounters into an enjoyable way of getting closer to our customer while reflecting the most magnificent image we can give toward our organization for future growth, revenue and success.
Workshop Objectives:
By the end of this workshop, participants will be able to:
Define complaints and understand the nature of complaints
Recognize the key benefits of complaint management
Identify different types of customers
Understand the reasons why customers complain and identify customer behaviour
Identify and prioritize complaints to provide an effective response and appropriate redress to the complaints.
Define the complaint handling process
Utilize practical skills and techniques to identify, evaluate, and manage complaints
Contents:
Introduction
Agenda
WIFM (What’s in it for me)?
Sharing experiences
If You Do Not Look After Your Customers, Somebody Else Will
Customers deal with organizations they like, trust, and respect
Quality Service
Right things
Right person
Right place
Right way
Right attitude
Right time
Never say “no” to a customer
Who are the Customers?
A customer is the most important person, no matter how she/he arrives; in person, on the telephone, or in the mail
A customer is not an interruption of our work. She/he is the purpose of it.
Things customers want
Serving customers at a higher level
Different Types of Customers
The Complete Complainer
The Irate, Angry Caller
The Talkative
The Hard to Understand
The Uncooperative
Real Life Situational Experiences
When did you experience superior customer service?
What did they do that made you feel so good?
Why do people complain?
What is a complaint?
Types of complaints
Behavior of dissatisfied customers
Origin of customer dissatisfaction
Customer satisfaction and complaint behaviour
Complaint satisfaction and its influence on customer behaviour
Handling Complaints
What you need to remember before starting to handle complaints
Handling complaints effectively
Handling angry customers
Principles of Complaint Management
Goals of complaint management
Fundamental tasks of complaint management
Receiving complaints
Evaluating the complaints
Categorizing the complaints
Acting on the complaints
Analyzing and resolving complaints
Controlling and monitoring a complaints system
Setting Up A Complaint Management System
Develop service standards
Establish complaints channel
Develop a format for describing complaints
Complaint follow-up
Document Complaint Resolution
Positive Habits
Stressing positive thinking in complaint management
IITD Sr. Expert Faculty:
Highly experienced faculty from Indian Institute of Training & Development will conduct this training. The training sessions will provide participants an opportunity to discuss specific problems with the expert faculty.
Medium: English/ Hindi
Fees and Registration:
Rs. 2,800 + GST 18% per person.
Rs. 2,600 + GST 18% per person for a group of Three to Four participants.
Rs. 2,400 + GST 18% per person for a group of Five or more participants.
Kindly provide details for registration to Email: iitdpune@gmail.com & rajiv@iitdworld.com; Name of the Program, name of the participants, company name, GST no., contact details.
Certification:
Digital Certificate of Participation will be provided to all the participants.