Download introduction to customer care and handling customer complaints

Introduction To
Customer Care
And Handling Customer
Complaints
Customer arrives at 5.20 pm.
“What time do you close?”
“We close when you are happy”.
Leading Edge LEADERSHIP
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EMAIL:
[email protected]
TEL:
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01727 898332
Introduction To Customer Care And
Handling Customer Complaints
COURSE SUMMARY:
Businesses and organisations that deliver differentiated, reliable and customer-focused service have a distinct competitive
advantage. Customers today are more demanding than ever before – they no longer choose between speed, quality or
price – they expect all three.
When customer expectations are not met, they complain. It can be a very stressful experience for employees and
remaining calm under pressure is key to handling complaints and retaining long-term customer loyalty. This one-day
course will equip you with the skills and techniques to deliver high quality customer service consistently.
COURSE OBJECTIVES:
At the end of this course you will:
uunderstand what the customer expects in high quality customer service
uknow how to create a positive first impression
uknow how to understand customer needs and expectations
ulearn a questioning technique to uncover customer needs
ube aware of the five levels of listening and learn a technique to say “no” constructively
uknow why customers complain and the importance of remaining calm in these situations
uknow how to defuse a difficult situation
COURSE CONTENT:
The Customer Experience
•
Your role in building the customer experience
•
Creating the right first impression
•
Understanding customer needs and expectations
Communicating Effectively To Customers
•
Asking the “right” questions to uncover customer needs
•
Developing active listening – the 5 levels of listening
•
Saying “no” constructively
Handling Complaints
•
Why customers complain; remaining calm under pressure
•
Defusing a difficult situation, managing the issue and not the person
Ensuring Consistent Quality Customer Service
•
EMAIL:
Acting on feedback from customers and building customer loyalty and brand experience.
[email protected]
TEL:
WEB: www.leadingedgeleadership.com
01727 898332
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