Difficult Customers and Complaint Handling and Solving Problems

Course Code

CSS-220

Duration

2 Days

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Course Overview

The customer's perception of a company is based on how the frontline personnel handle the first contact. A concentrated awareness of the customer's expectations, brought about by use of highly developed communication skills, will lead to a more profitable relationship, satisfactory to both company and client. It is common to have customers that are difficult to handle and have complaints. To be able to deal with these scenarios in a professional manner, to have a satisfied customer is a skill in itself.

Course Schedule

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Course Prerequisites

Reasonable command of the English language

Expected Accomplishments

Identify the reasons behind customer anger and dissatisfaction

Learn about customer animosity and deal with it effectively

Know how to manage customer expectations

Apply appropriate skills and techniques for dealing with angry/difficult customers

Course Outline

Why customers get angry:

What really leads to customer disappointment/anger?

Understanding the signs of customer frustration

New dimension for building customer relations

Causes of complaints and anger

The customer as a controlling function

Analyzing the root causes of complaints and dissatisfaction

How to deal with customer complaints

Understanding the organizational procedures and processes

How to turn customer complaints into opportunities

Identifying the problems and real Issues:

Identifying the primary, secondary and tertiary issues beneath customer problems

Develop the skills to deal with customer difficulties/problems

Managing customer expectations

Understanding what the customer needs

What is the role of customer emotions and their impact on the business?

How to manage the key factors for success

Handling difficult customers professionally

Benefits of a professional approach to difficult customers