Description
Turn complaints into higher customer satisfaction and commercial success
Complaints are not an obstacle, but rather an opportunity. After all, with smart conversation skills, a complaint offers an opportunity to turn the customer into an ambassador. In this three-day training full of simulations, practical cases and theory, you will learn how to use question and conversation techniques to achieve a more effective and successful complaint handling. Bring your practical examples to the training and discover how a different way of receiving and resolving complaints leads to better results for your department.
The training for professionals who want to handle complaints demonstrably more effectively, resulting in higher customer satisfaction and commercial success.
Desired result
As a professional you want:
- Turn complaints into a positive customer experience!
- Achieving maximum customer satisfaction and turning customers into ambassadors!
- Leave a better first and last impression!
- An effective method to better handle practical complaints!
This practice-oriented training, based on decades of experience and proven insights into (behavioral) psychology, is guaranteed to help you resolve complaints more effectively.
Learning objectives and topics
The following topics are covered during the training:
- Behavioral factors
Do you know how to deal efficiently with different types of people?
- Contact by Phone
What are the etiquette rules and how do you use your voice to leave the best impression?
- Questioning techniques
How do you handle complaints and objections successfully? - Bad news conversations
How do you avoid negative associations among customers with your organization?
Personal support
After completing the training, the trainer is available for online personal support. For example, to briefly discuss practical situations by telephone or email. So nice!
Length of time
This training consists of 3 training days. These are divided into 3 sessions with an interval of approximately 6-8 weeks. This leaves room for repetition and deepening based on practical situations.
Attendees
Minimum 4, maximum 8 participants.
Certificate
Upon successful completion of the training, the participant will receive proof of participation in the form of a certificate.