Customer Complaints and Feedback Management
Remember not only to say the right thing in the right place, but far more difficult still, to leave unsaid the wrong thing at the tempting moment. ~ Benjamin Franklin
If you don’t take care of your clients, someone else will do it for you. For any business to maintain a good reputation, establish and sustain customer loyalty, and, as a result, make good profit; it has to not only focus on the product they provide, they must also focus on the service they provide.
This is where customer complaint management comes in. Effectively managing, responding, and acting on a customer’s complaint and feedback are some of the most crucial skills your team could have. Effectively managing complaints can help a company develop relationships with their customers and get repeat business or even save the company from unwanted costs. Remember, it costs ten times more to get new clients than to keep existing ones.
No company wants to be criticized. However, customer complaints provide free direct communication from the clients regarding specific problems in the business such as product, service and staff, or the overall customer experience; giving you the opportunities to rectify them. Customer complaints also serve as a readily-available market research telling you exactly what the clients want.
COURSE DESCRIPTION
In this one day comprehensive training session, participants will be given the tools they need to manage, respond, and act on incoming complaints and feedback over the telephone, email and other online channels (i.e. social media) or face to face. Used well, these tools can help boost customer satisfaction which can result to repeat business and customer referrals.
LEARNING OBJECTIVE
At the end of the course, participants will walk away with:
- Define customer complaints and why they happen;
- Demonstrate effective listening and responding to complaints;
- Use strategies to effectively manage customers’ expectations, and;
- Enhance the image of the business by effectively managing, responding, and acting on client’s complaints and feedback.
LEARNER’S BENEFIT
At the end of the course, participants will walk away with:
- An understanding on the consequences of satisfied and unsatisfied clients;
- The ability to connect personally with their customers;
- The ability to understand the gaps in the business and their root cause;
- Strategies to track and follow up on issues, and;
- The ability to ensure customer satisfaction which in turn would lead to brand loyalty and optimal profits.
TARGET AUDIENCE
- Employees dealing directly or indirectly with customers
- Team leaders, supervisors, managers
- Online or social media managers
- Sales and Marketing professionals
- Receptionists, store clerks, cashiers, or any frontline staff
LEARNING OUTLINE
Module 1: UNDERSTANDING CUSTOMER COMPLAINTS
1.1 Definition of Customer Complaint
1.2 Why Customers Complain
1.3 How Customers Complain
1.4 Customer Complaint Statistics
1.5 Types of Complaints
1.6 Customer Expectations – Identifying Motive and Real Needs
Module 2: GREAT SERVICE: THE KEY TO COMPLAINTS MANAGEMENT
2.1 GREAT Service: Gathering Facts
2.2 GREAT Service: Respect
2.3 GREAT Service: Empathy
2.4 GREAT Service: Active Listening
2.5 GREAT Service: Timely Resolution
Module 3: CUSTOMER EXPERIENCE MANAGEMENT (CEM)
3.1 Definition of Customer Experience Management
3.2 Benefits of Customer Experience Management
3.3 How to Manage Customer Experience
Module 4: MANAGING CUSTOMER COMPLAINTS - FACE TO FACE AND OVER THE PHONE
4.1 The 5-Step Complaints Handling Process
4.2 Anticipate
4.3 Acknowledge
4.4 Ask
4.5 Accept
4.6 Act
Module 5: MANAGING CUSTOMER COMPLAINTS - EMAIL AND SOCIAL MEDIA
5.1 Types of Negative Posts
5.2 Responding to Complaints on Social Media
5.3 Responding to Complaints via Email
Module 6: GREAT SERVICE STORIES
6.1 Empathy and Compassion
6.2 Outside-the-Box Thinking
6.3 Customer Loyalty
Module 7: SUMMARY AND SIMULATIONS
OUR PARTNER’S PROFILE
- Master of Arts in English Language and Literature Teaching, Ateneo de Manila University
- Bachelor of Secondary Education Major in English, Linguistics, and Literature, Philippine Normal University Manila
- Licensed Professional Teacher, PRC Manila
- Certified Learning Developer, SITEL Leadership Academy
- Freelance Consultant for Curriculum Development and Creative Writing
- Traveler and Blogger
- Senior High Faculty, Student Body Adviser and Leadership Coach
- Over 10 Years in the IT / BPO Call Center Industry as
- Training Manager, Communications Trainer, Account Manager, Customer Service
- Learning Specialist of Cricket Wireless, USA and served as Certified Learning Academy Resource
- Language Voice, Accent Coach, and Lead Module Developer
- SL Instructor, Chinese and Korean Students
UPCOMING PUBLIC TRAINING SCHEDULE
Please view here.
For inquiries on registration, course content, course customization, and on-site training, please click here.