Get in touch to design your in-company programme, which can include: |
Understanding Complaints
- Review the principle causes and reasons for customer complaints within the context of the organisation
- Levels of authority to resolve complaints
- Client’s complaints handling process
- Recognising the total cost of losing a customer
- Recognising objections
- Overcoming objections
- Negotiation skills to satisfy customer needs
- Using features and benefits to promote solutions
- Building customer confidence
Understanding and Dealing with Behaviours
- Types of customer behaviour when complaining
- Understanding the changes in people’s behaviour as a complaint escalates – the cycle of anger
- Identifying the actions and behaviours of the customer service team that triggerunnecessary escalation in customer’s anger or frustration
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- Which attitudes cause the customer to be angry?
- How is attitude influenced and communicated?
- Positive mind sets within a team
Communication Skills
- Developing use of effective words and phrases
- Questioning skills
- Listening skills
- Assertiveness techniques
- Using voice to communicate empathy, confidence and assertion
Transactional Analysis
- Transactional Analysis (TA) – recognising behavioural modes in ourselves and others; building self confidence
- Developing TA skills to manage transactions with customers of all types and in all situations
- Using Transactional Analysis (TA) to diffuse anger and resolve problems
...contact us to find out more |
complaints handling and influencing skills 