Public Program
EXCELLENT CUSTOMER SERVICE & RESPONSE TO COMPLAINTS
Course Introduction
Effective complaint handling skills training course teaches the process and methodology needed to create an effective customer complaint handling procedure to improve customer care, satisfaction and complaint resolution rates. How an organization handles customer complaints is crucial in order to maintain a good reputation and to keep client business, and therefore this course is extremely beneficial.
The effective complaint handling skills training course program outline is up to date and pertinent to marketplace requirements, thus catering well to all analytical prediction of training needs in the specified area.
Course objective
- Recognized the key skills and qualities needed to handle customer complaints effectively
- Built skills in building rapport and engaging with the customer
- Demonstrated empathy whilst maintaining control of the conversation
- Established the customer’s needs through questions and listening
- Defused difficult customer emotional responses
- Resolved typical work-based complaints effectively
Course Content
Day 1: 9.00am – 5.00pm
Module 1:
Communication Skills for Customer Service
- Effective verbal and non-verbal communication
- Active listening techniques
- Handling challenging and upset customers with empathy
Module 2:
Communication, building rapport and active listening
- Breakdown of communication
- Building customer rapport
- Impact of telephone and written communication
- Verbal handshake
- Communication styles
- Why people complain
- Types of listeners exist?
- What are advantages and disadvantages of each listening type
- Active Listening
- Does Active Listening help you handle complaints better?
Module 3:
Maintaining control, empathy in complaint handling and establishing customer needs
- Using positive language
- Remaining assertive when under pressure
- Asking open questions
- Introduce questioning funnel
- Listening and summarising
Module 4:
Defusing difficult customer emotional responses and agreeing to an appropriate course of action with customers
- Managing personal response
- Complaint handling techniques to defuse anger and other emotional responses
- Achieving a win/win outcome for the customer and the organisation
- Being clear on the authority/power you have
- Escalating complaints with a defined complaint management process
- Making commitments and honouring promises
- Common challenging scenarios when handling complaints or serving customers
- Handle aggressive complainers
Day 2: 9.00am – 5.00pm
Module 5:
Problem-Solving and Decision Making
- Identifying customer issues and complaints
- Analyzing problems and finding appropriate solutions
- Making customer-centric decisions
Module 6:
Customer Service Etiquette and Professionalism
- Maintaining a positive attitude and demeanor
- Handling difficult situations with tact and professionalism
- Understanding the importance of first impressions
Module 7:
Managing Customer Expectations
- Setting realistic expectations with customers
- Dealing with unreasonable demands and customer expectations
- Effective communication for managing expectations
Module 8:
Customer Feedback and Continuous Improvement
- Gathering and utilizing customer feedback for improvement
- Implementing feedback-driven changes in customer service processes
- Encouraging a culture of continuous improvement
“Limited slots available! Register now and secure your place in our exclusive training session.”
- 23 & 24 APRIL 2025
- WED & THU
- 9AM - 5PM
- WYNDHAM GRAND BANGSAR KUALA LUMPUR HOTEL / LIVE ZOOM TRAINING
By: HYBRID PUBLIC PROGRAM
Download Program Brochure:
Follow Us:
How To Submit an Enquiry to Us?
- Fill in the form below and submit to us.
- Initiate a conversation via live chat on the bottom left of our website by stating: “Hi, my name is [your-name]. I’ve already submitted the form for this training.”
- We’ll promptly reach out to you regarding the training you’re interested in.