Outline>
What is the cost of complaints to the company? Complaints are iften regarded as negative and tyroublesome issues that reflecy recources from the "real" work of the organization. This training intervention repoositions complaints in a more positive light and give details of how a complaint handling process can be designed and implimented in any organization.
Outcomes
After completing of this short course the learner will understand and learn how to:
- Identify customer needs
- Know what customers want
- Identify customers concerns
- Assess customer enquiries
- Identify causes of customer dissatisfacttion
- Record and take action on complaints
- Build customer relationships
- Satisfied and loyal customers
- Customer service techniques
- Apply customer service techniques
Module 1: Assess customer needs and complaints
- Identify customer needs
- What customers want
- Identify customer concerns
Assess customer enquiries
Module 2: Respond to customer enquiries and problems
- Identify causes of customer dissatisfaction
- Methods to resolve problems
Negotiaition and communications techniques
- Recording and auctioning of complaints
Module 3: Build and maintain customer relationships
- Customer relations
- Satisfied and loyal customers
- Customer service techniques
- Customer service techniques are applied
Who should attend:
- All sales and administrative staff
- Technical and production staff
- HR Staff
- Teamleaders
- Supervisors
- HOD's
Managers