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CUSTOMER FOCUS

HANDLING COMPLAINTS

Turn complaints into opportunities
INSTRUCTOR LED
FACE TO FACE OR ONLINE

MODULES

HOURS
LEARNING METRICS
ASSESSED & GRADED

WHO SHOULD TAKE THIS WORKSHOP?

This workshop is designed to enhance the participants’ customer service and complaint handling skills. By the end of this workshop, participants will have a clear roadmap to enhance their resolution skills in a customer service capacity.
handle complaints effectively without being too stressed
handle customer complaints empathetically and authentically
prevent complaints and spot the warning signs that a customer is going to complain

LEARNING POINTS

  • Turn complaints into opportunities
  • Use their problem-solving skills to solve the complaint effectively
  • Build rapport and engage better with the external/internal customer
  • Be empathetic
  • Use impactful language in conversations with customers
  • Be an active listener
  • Handle difficult customers and their enquiries
  • Use practical strategies to resolve complaints in a professional manner
  • Identify different types of complainers and use the right strategies to deal with each type
  • Be assertive and regain customer trust after a complaint
  • Handle stress effectively

METHODOLOGY

Training with Mango maximises action and interaction, blending individual and group exercises. Participants master key concepts through role plays, games, quizzes, case studies, discussions and reflective sessions

STRUCTURE

1.    Turning Complaints into Opportunities
Explore how we can shift our mindset about complaints and view customers as our most important channel of feedback. Explore why people complain in the first place.

2.    Preventing Complaints
Discover the signs that a customer is moving towards making a complaint and learn how to prevent this from happening. Examine the pain points in the customer service processes and explore macro and micro strategies to prevent service delivery issues from escalating into complaints.

3.    Types of Complaints
Explore the most common types of complainers and their motivations. Identify some of the common behaviours and emotional drivers behind the different personality types.

4.    Strategies for Dealing with Complaints
Examine complaints in the context of when you can and can’t make concessions. Learn other subskills for dealing with complaints like active listening, empathy, and assertiveness.

5.    Stress Management
Explore how to manage emotions when faced with complaints. Learn how to manage energy cycles and be mindful in difficult situations.

Talk to us about your training.

Contact details

GET IN TOUCH

Address
MANGO TRAINING SDN BHD
E-13-13-A PLAZA MONT KIARA
2 JALAN KIARA
50480 KUALA LUMPUR, MALAYSIA
Phone
+60 (0)3 6419 1828
E-mail
info@mangotraining.com
Hours of operation
Monday - Friday 9.00 - 19.00