Course Objective:
This course will provide participants with the skills required to ensure they handle customer complaints effectively for greater customer satisfaction and increase customer retention and loyalty by-
- Outline the rapport-building process.
- Explain why customers get upset.
- Provide participants with tools and language for interacting with upset customers.
- Offer processes for improving listening and working through service problems.
Who should attend:
Anyone involved in Customer Service.
Training Content
- Complaints
- Key skills and qualities for handling complaints
- Establish customer needs
- Building rapport to defuse customers anger
- Maintaining professionalism when under pressure
- CCMP-Customer Complaint Management Process
- Practice skills learnt to handle difficult customers
About Certification and Accreditation
Course is approved by the Knowledge & Human Development Authority (KHDA) Ministry of Dubai.
