Complaints Management

Complaints Management –  Training goals:

Client satisfaction is a top priority for every business. Nevertheless, there are always occasions when clients have cause for complaints. Professional Complaints Management ensures that dissatisfied clients are not lost to the business altogether, and can even contribute to improving and consolidating the client relationship.

This intensive Complaints Management seminar enables participants to manage client complaints calmly and professionally. Participants learn how to use complaints management as tool to bind clients and enhance the customer relationship.

Target group:

Employees who receive and manage client complaints, and who are responsible for building and maintaining client relationships. All employees working at the client interface.

Complaints Management –  Seminar contents:

• Professional an systematic handling of complaints
• Managing stress and maintaining emotional stability in complaint situations
• Proficient use of multidimensional communication levels
• Managing angry customers
• Managing difficult customers
• Effective rhetoric and body language in complaint situations
• Using complaints management to improve client loyalty
• Implementing professional complaints management systems
• Avoiding pitfalls in complaints management

Complaints Management – Methods:

• Systematic and immediate input by the trainer
• Practical and activating exercises ( partly video based), role plays, Analysis and Feedback
• Single and group work
• Work on participants cases, if requested
• Flip-Chart journal