About this Course

On successful completion of this course, participants will have the knowledge and skills to manage customer complaints effectively during service breakdowns to retain customers’ confidence and loyalty.

Course Objectives

By the end of the programme, participants will be able to:

• Understand why people complain
  
• Understand why handling complaint effectively is important
  
• Understand the importance of your role in managing complaint
  
• Identify and manage various types of complainers
  
• Handle complaints and service recovery effectively
  

Who Should Attend

Frontline Staff

Pre-requisites

Nil

Course Duration

7 hours / Full Time

Course Outlines

The Heart of Handling Complaints

• Looking at complaints through different lenses
  

          - Effects of it loyalty to the company
          - Why people complain

• Some worrying facts on complaints
  
• Taking personal responsibility in handling complaints
  
• Cost and savings
  

Identifying and Managing Complainers

• The demanding customer
  
• The high-value customer
  
• The con-man customer
  
• The whining complainer
  

Handling Complaints and Service Recovery

• EQ vs IQ
  
• Understanding and applying EQ
  
• Calm – flight or fight
  
• Focus on customer’s perspective
  
• Avoid generalisation
  
• Go from detail to big picture
  
• Making sense out of list of distractions
  
• Apply win-win thinking
  
• Follow organisation’s policy for service recovery
  
• Selling the options
  

          - Presenting benefits and advantages to alternatives, not features

          - Testing “SO what”

          - Employing cause and effect in explanation

• Take immediate actions and follow up with promises  
  

Method of Instruction

English

Trainer : Trainee Ratio is 1:20

Mode of Assessment/Examination

Nil

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