CUSTOMER CARE – EFFECTIVE COMPLAINT HANDLING

The programme develops effective communication, customer care and complaint handling skills, helping organisations transform customer complaints into opportunities for improvement and growth.

Participants will be able to collect and assess complaints, communicate effectively with customers, manage difficult situations and transform dissatisfied customers into loyal customers.

Customer needs and expectations
Complaint collection techniques
Initial complaint assessment
Active listening
Effective communication techniques
Communication barriers
Body language and non-verbal communication
Quality customer service
Managing difficult customers
Handling aggressive behaviour
Viewing complaints as an investment
Avoiding blame-shifting
Customer problem resolution
Turning complaints into opportunities
Converting dissatisfied customers into loyal customers
Customer-centric culture