About the training:
Customer complaints are never nice for a company. Complaints can also be a chance for you to save or even strengthen your relationship with your clients. This course is aimed at gaining more insights why people complain and how to handle complaints.
Goals
Seeing every complaint as the opening to create a positive relationship with your client
Duration
8 hours
8 uur
Programme
- What is a complaint?
- How do complaints develop?
- Why do customers complain?
- Most common complaints
- Basic principles in dealing with customer complaints
- Steps to follow
- Timing and after service
- Practical tips *
- Language and phrasing
- Follow up of complaints
* during the exercises we will be using a video camera and an actor to strengthen the learning process