Turn complaints into higher customer satisfaction and commercial success
Complaints are not a hindrance, but 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 course full of simulations, practical cases and theory, you will learn how to use questioning and interviewing techniques to handle complaints more effectively and successfully. Bring your practical examples to the training and discover how a different way of receiving and transforming complaints leads to better results for your department.
The training for professionals who want to handle complaints in a demonstrably more effective way, resulting in higher customer satisfaction and commercial success.
As a professional, you want:
- Turning complaints into a positive customer experience!
- Achieve maximum customer satisfaction and turn customers into ambassadors!
- Leave a better first and last impression!
- An effective method to better deal with complaints from the practice!
This practice-oriented training, based on decades of experience and proven insights in (behavioural) psychology, is guaranteed to help you resolve complaints more effectively.
The following topics will be covered during the training:
- Behavioural factors
Do you know how to deal effectively with different types of people?
- Telephone contact
What are the rules of etiquette and how do you use your voice to make the best impression?
- Questioning techniques
How do you handle complaints and objections successfully?
- Bad-news conversations
How do you avoid negative associations that customers have with your organization?
This training consists of 3 training days. These are divided over 3 sessions with an interval of approximately 6-8 weeks. This way there is room for repetition and deepening on the basis of practical situations.
Minimum 4, maximum 8 participants.
Upon successful completion of the training, the participant will receive proof of participation in the form of a certificate.