Handling Complaints

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Handling Complaints Customer Service Soft Skills


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HANDLING COMPLAINTS
Duration: 1 Day

Introduction
Businesses of today are all geared up to take that “quantum leap” to catch up with the ever changing, all this happens at a price. Staffs need to keep up with the change and some changes come with a price, sacrificing the quality of service. This leads to unsatisfactory experiences which in return come back as “Complaints”. This program aims at addressing those complaints in a professional manner.

Benefits
At the end of this program, participants would be able to:

  • Understand what complaints really are
  • Approach a complaint rather than shy away
  • Handle it to the best of their ability before escalating or “Tai-chee”
  • Use methods in this program to solve complaints
Key Content

MODULE 1 - WHAT IS A COMPLAINT?
  • Understanding a complaint
  • Why do people complain?
  • What provokes or invites complaints? 
MODULE 2 - IS COMPLAINT A BAD THING?
  • Complaints are a “gift”
  • Impact of complaints to the industry
  • What happens to our customers?
  • Understanding how a complaint spreads
  • Does it matter who caused it?
  • Triggers and Escalators
  • Types of complainers 
MODULE 3 - WELCOMING AND DEALING WITH COMPLAINTS
  • What is needed of you when facing complaints
  • Quick wins for complaint handling
  • Communication is a tool
  • Using the 7 Steps approach
  • Applying LAST 
MODULE 4 - ALL IS NOT LOST
  • Time to go the “Extra Mile”
  • How to “WOW”
  • Best practices to adopt
  • Complaint to compliment

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