Handling Customer Complaints & Customer Centricity

• The damage complaints can do to your organisation
• Making sure the complaint does not escalate
• Accepting customer feedback graciously
• Re-building the customer relationship
• The various techniques required to handle written, telephone and face-to-face complaints

Communicating with Tact and Diplomacy

• Developing the right attitude – feeling good, thinking positively
• How to sound confident, caring and helpful – building rapport
• Active listening
• Gathering the information
• Successful telephone techniques – the do’s and don’ts

• Recognising how serious is the customer’s concern
• Defusing a difficult situation
• Empathise with the complaint – don’t join in the criticism
• Gaining the customer’s respect
• Identifying common ground

• Ensuring the customer feels listened to
• Let the customer know what can/will be done about their complaint
• Taking responsibility for the successful outcome
• Getting across your point of view – re-building commitment
• Monitoring complaint levels versus performance standards
• Identifying processes to deal with the most common objections
• Influencing the organisation – collectively looking to avoid future problems

• Understand How Emotions Are Created
• Develop Mental Strategies for Remaining Calm and Optimistic Under Pressure
• Use Body Language to Manage Your Emotional States
• Change Emotional States to Avoid Negative Carryover
• Understand the Physiology of Anger
• Turn a Challenging Customer into a Happy, Repeat Customer Using a Recovery System