Manage Customers’ Complaints (Feedback)

Customer complaints are common and widespread in recent years, whether these complaints happen in public or private organizations. In UK alone, research done in 2015 found that complaints received on social media platforms have increased eight-fold compared against 2014.

It is therefore important for almost all team members including management and operational functions be thoroughly trained on how to handle customers’ complaints and to implement customer care policy and procedures.

This two-day course provides participants with an essential grounding on why customers (internal and external, public and private sectors) complain. Complaints must be a means of feedback without which an organization may never know what is not working well; systems, structure, policies, manpower issues, tools etc.

It has been designed to equip participants with proven model to handle even the most difficult customers. It also touches on anger and stress management which are sometimes triggers for poor service. New content here includes section on customer care activities which are aligned to organizational strategy.

Course Objectives:

• Appreciate the Customer Relationship Management [CRM] tasks
• Understand the degree of the customer complaint iceberg
• Identify the ideal characteristics of great customer care
• Handle customer complaints using ADDAR Model
• How to handle difficult customers, manage anger and service recovery