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Course Name
Complaints And Angry Customers

Contact Hours: 3

Course Description
The Complaints and Angry Customers course helps sales and service providers understand how to approach the more difficult and challenging situations they’ll encounter. It provides participants with a 6 step method for handling complaints, communication strategies for staying in control and for soothing feelings that are running high. And it equips participants with a process to help them meet the needs of the most challenging customer.


Outcome
Once participants have completed this program, they will understand how to increase sales and customer loyalty by providing excellent customer service skills. Specifically they will be able to:
  • Understand why customers complain – complaints result from your failure to meet expectations - and how to treat complaints as an opportunity to improve.
  • Use a systematic 6 step process to resolve complaints.
  • Understand Parent, Adult and Child behaviors – recognising those behaviors in customers and controlling their own responses to keep interactions adult and productive.
  • Manage an angry customer.

Assessment
After reading the material, you`ll have a chance to play an online game that presents hypothetical scenarios for you to analyze. As you answer the multiple-choice questions correctly, you`ll move through the game and earn a Certificate of Completion.


Outline
Module 1 (31 mins) Angry Customers
  • Keeping it Adult
  • The Angry Customer
Module 2 (40 mins) Handling Complaints
  • Getting to Grips with Complaints
  • A Model for Successful Resolution