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Customer Service & Telephone Complaint Handling

“Build confidence with irate customers & resolve telephone complaints effectively”

Who Should Attend:

A practical and interactive one-day workshop, the course is designed for staff, who talk to customers each day by telephone – includes customer service, administration, reception, accounts, order processing to name but a few.

Overall Aim:

The aim of this workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers over the telephone, especially when dealing with irate customers. Participants will learn how to deal with customer complaints in a caring, assertive and professional manner without reacting inappropriately; resulting in satisfied and loyal customers

Objectives:

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

• Apply highly developed communication skills for improved customer relations
• Present a professional image and create the right impression even under pressure
• Build confidence with the customer, whilst portraying a helpful and friendly attitude
• Be able to know how and when to control the call
• Learn the importance of tone of voice to put customers at ease and create empathy
• Apply the 5 key factors (RATER) and deliver great customer service every time
• Learn to really listen to customers, ask the right questions and understand their needs
• Keep promises, keep customers informed, meet expectations & respond quickly and effectively
• Apply adaptable skills to deal with difficult situations confidently
• Differentiate between different levels of dissatisfaction and respond appropriately
• Encourage customer feedback and make it easy for customers to complain
• Learn to be assertive when dealing with different personalities and aggressive behaviour
• Deal with criticism, remain calm, speak clearly and defuse the situation
• Manage customer complaints and difficult situations in a confident and competent manner
• Resolve customer issues and turn complaints into opportunities
• Provide a more personalised service generating happier customers

Workshop Content:

• Communicate with customers in a professional and personable manner
• The importance of customer service to meet customer’s expectations
• How customers evaluate service - RATER (reliable, assurance, tangibles, empathy, responsive)
• Exceptional service - exceed customer expectations at each stage of the service cycle
• The importance of tone of voice to build confidence and control the call
• Create great first impressions and apply the right attitude even under pressure
• Understand what customer’s really want - ask the right questions and verify
• The impact of poor customer service and why customers don’t complain
• Encourage and motivate feedback and complaints from customers to improve business
• Calm the customer, show empathy and really listen to customers
• Measure the severity of complaints to provide the appropriate response required
• Deal with the 3 types of human behaviour – assertive, aggressive and submissive
• Work under pressure to defuse the situation – deal with criticism, remain calm & speak clearly
• Excel in service recovery management – manage complaint and create new opportunities
• Manage different types of customers and difficult situations positively

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 make live calls.