WD Consulting & Training Services
 
Billy Ong The Founder

Click the below links for your Customer Service needs.

Handling Customers' Complaints

BACKGROUND
Losing customers is a great concern to many companies, especially when it is a result of poor customer service.  There is a saying that it costs a company five times more to get a new customer than to retain one.  Unfortunately, many companies do not have a clear defined plan on how to retain their customers.   Their concern has always been to get new customers thus leading to an increase in revenue and market share.  In a competitive business environment such as we are facing today, customer retention has to be in the forefront of business activities of companies because losing customers, especially the profitable is not a good option.   One of the areas in customer retention is the handling of customer complaints and this one-day programme will help to address this issue.

 

Introduction

 

 

How do you score on customer service?
Why do customers complain?

 

Module 1

 

Understanding Customers

 

Analyse the internal support of your company on customer service.
The ‘Can Do’ person.
The six ways to understanding customers.
Customers are pre-conditioned, but by whom?
The two forms of attitudes.

 

Module 2

 

The Six Keys To Customer Service

 

What is good service?
The six important keys to good customer service.
How fast do you respond to customer complaints?

 

Module 3

 

The Four Common Types of Difficult Customer

 

Know the character and the tactics in handling customers such as:

  • The Complainer
  • The Know-it-all
  • The Indecisive
  • The Unresponsive

 

Module 4

 

Empowerment

 

What is empowerment and its role in enhancing staff performance.

 

Module 5

 

Service Recovery

 

Applying the six step process in service recovery.
Case study: British Airways, Famous Amos and SEA Insurance

 

METHODOLOGY
The programme will be facilitated by the trainer whereby techniques in handling customer complaints will be presented.  Certain modules will be supported by video screening so as amplify the substance of the said module.  Short role-plays will also be instituted when and where necessary.

 

TARGET AUDIENCE

  • Sales personnel
  • Front line staff
  • Marketing personnel

 

DURATION: 1 Day