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This plan includes
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HD Video Recorded Lectures- Learn on Mobile/PC/Tablet
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What you'll learn?
- Effective Ways of Handling Complianing Customers in Business
Course Overview
Handling difficult customers either face to face or on the phone can be an intimidating or challenging task especially if it is charged with irrational statements and emotion. Your natural reaction would be to feel defensive and try explaining why the situation occurred. This kind of reaction will only make the situation go worse.
According to research, for every twenty-five customer complaining, only one expresses feelings and thoughts directly to the company that is responsible for the problem. The rest of unhappy customers will not contact you instead will tell others regarding their unpleasant experience. Often, this comes with a compounding effect and there can be hundreds of prospective clients with negative perception about your company but you won't know the damage it can bring to your credibility and losing sales opportunities.
Hence, they need to be handled effectively and get satisfied. This is important for you and your company's success.
In this module you will learn:
1. Anatomy of Complaints (Customer Value Pyramid)
2. Concept of Moment of Truth – Rapport Building
3. The Complaint – How to Control It
4. Solutions to handle different types of difficult customers
5. 4 Golden Sutras of Good Customer Service
6. How to Say No
There will be 2 case studies to connect with the topics.
Pre-requisites
- Nothing
Target Audience
- It is for all those who are in the field of Sales and Customer Service
Curriculum 15 Lectures 01:23:15
-
Section 1 : Introduction
- Lecture 2 :
- Agenda of the Course
- Lecture 3 :
- Complaints Gift or Curse?
-
Section 2 : Definition of Complaint and Customer Value Pyramid
- Lecture 1 :
- What is Complaint?
- Lecture 2 :
- Customer Value Pyramid Model
-
Section 3 : Moment of Truth !
- Lecture 1 :
- Concept of Moment of Truth
- Lecture 2 :
- Case Study - Poor Customer service - B2B Case
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Section 4 : Strategies to mitigate customer complaints
- Lecture 1 :
- What should be done to mitigate customer complaints
- Lecture 2 :
- LEAF Model of Customer Handling
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Section 5 : Strategies to Handle various type of complaining customers
- Lecture 1 :
- Solutions to handle various customers
-
Section 6 : 4 Golden Sutras of Efficient Customer Service - P.R.O.S. Model Part 1
- Lecture 1 :
- Golden Sutras - P & R
- Lecture 2 :
- Golden Sutras - O & S
-
Section 7 : How to Say 'NO' to customers professionally
- Lecture 1 :
- Strategies to Say No
-
Section 8 : Summary, Quiz and Action Plan
- Lecture 1 :
- Summary
- Lecture 2 :
- Action Plan
Our learners work at
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