Dealing with complaints effectively can build a good relationship with your customers, save money by avoiding their escalation, and earn repeat business.
Most companies receive and reply to complaints by telephone, email and letter, and if it’s your job to respond to them, you can be your organization’s most valuable ambassador. You need to stay motivated and to be confident that you are dealing with customers as effectively and positively as possible. This one day interactive course will show delegates how to handle difficult situations with greater confidence and skill enabling them to turn it into a long term customer relationship.
Participants are encouraged to apply whatever practical and job experiences they have gained to group and class discussions. This course is highly interactive and uses diverse teaching methods (lectures, readings, cases, role-plays, group work, pair discussions and videos) to accommodate different learning styles.
SHARING DIFFICULT CUSTOMER SITUATIONS
IDENTIFYING AREAS THAT CAN GO WRONG BETWEEN CUSTOMER RELATIONSHIP
MANAGING DIFFERENT CUSTOMER TYPES
DIFFERENT COMMUNICATION CHANNELS AND THEIR EFFECT - TELEPHONE & FACE-TO-FACE
HANDING COMPLAINTS USING THE ASAP TECHNIQUE
TAKING A METHODICAL APPROACH TO SOLVING PROBLEMS
FOCUSING ON PREVENTION
Ms. Anita Shanmugam has vast experience gained in managing people; she has also developed skills in training over the years. Her clients had benefited immensely from her coaching and mentoring. She started off as a corporate Sales Executive and later held the position of Sales / Marketing Director. Currently she is a trainer for all levels including operations, supervisory and managerial staff, both in Bahasa Malaysia and English. Having more than 15 years of experience in the training arena, she is known to facilitate her programs using very practical hands-on approach, enabling participants to relate to her teachings easier.
She has intense dedication towards improving personal and organizational performances. With a track record in the corporate/private sector Anita brings extensive experience from the corporate world and is now considered amongst the new breed of dynamic “Human Relations Trainers” blending practical concerns. She is also a certified NLP Practioner that believes you need to be able to communicate with and influence yourself, family, friends, colleagues or clients. She believes that professionally everyone needs to understand how important it is to able to make yourself understood and to effectively influence. It’s a real skill to understand and grasp new concepts quickly from others and to be able to communicate at all levels and she dedicates her time now to help others change their life for the better.