Customer Service & Complaint Handling via Email

“Improve communications with customers & resolve complaints effectively using email”

Who Should Attend:

A practical and interactive one day programme, the course is designed for staff, who communicate with customers daily using electronic mail – includes general staff in customer service, administration, reception, sales, accounts, order processing amongst others.

Overall Aim:

The aim of the workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers using electronic mail, especially when dealing with complaints. Participants will learn to respond to and deal with customer complaints in a caring, assertive and professional manner without reacting inappropriately; ensuring customer satisfaction.

Objectives:

After completing the workshop, each participant will be able to:

  • Apply highly developed communication skills for improved customer relations
  • Manage email as an effective communications tool to ensure customer satisfaction
  • Apply the 5 key factors (RATER) and deliver great customer service every time
  • Identify what customers want and exceed expectations at each stage of the service cycle
  • Apply highly developed business English for email communications with customers
  • Put customers at ease, portray the right attitude, build trust and create empathy through email
  • Create relevant and well structured emails applying the right language, style and approach
  • Apply proper email etiquette and follow company email policies
  • Keep promises, keep customers informed, meet expectations & respond quickly and effectively
  • Encourage customer feedback and make it easy for customers to complain
  • Apply adaptable skills to deal with difficult situations confidently
  • Differentiate between different levels of dissatisfaction and respond appropriately
  • Learn to be assertive when dealing with different personalities and aggressive behaviour
  • Deal with criticism, remain calm and respond courteously to defuse the situation even under pressure
  • Manage customer complaints and difficult situations successfully
  • Resolve customer issues and turn complaints into opportunities

Workshop Content:

  • The essence of professional communications in business today
  • Manage email as an effective communications tool to ensure satisfaction
  • The importance of customer service to meet expectations at each stage of the service cycle
  • How customers evaluate service - RATER (reliable, assurance, tangibles, empathy, responsive)
  • Know your audience, understand their needs, pre-empt questions to meet expectations
  • Write clear and persuasive emails to instil confidence and influence customers
  • Apply the right style, tone and language to email communication
  • Good protocol for responding to emails - manage flames, anger and quick responses
  • The impact of poor customer service and why customers don’t complain
  • Encourage and motivate feedback and complaints from customers to improve business
  • Measure the severity of complaints to provide the appropriate response required
  • Deal with the 3 types of human behaviour – assertive, aggressive and submissive
  • Follow up all email queries to resolve complaints in personalised way
  • Work under pressure to defuse the situation – deal with criticism, remain calm & show empathy
  • Excel in service recovery management – manage complaints and create new opportunities
  • Manage different types of customers and difficult situations positively
  • Maintain confidentiality when forwarding or copying emails, or sending attachments

Training method:

The training takes the form of a one-day workshop, with group discussions, exercises, case studies and feedback based on individual/group needs. Each learner receives a workshop manual. A second follow up mentoring day can be provided where participants work in a live environment.