Customer satisfaction - complaints and grievance handling

As well as continually looking to expand their customer base, organisations are also placing a huge emphasis on retaining their old customers. Yet, in many organisations, complaints and grievance handling is either ignored or used as a way of grinding their teeth on customers. Few realise the enormous value that can be gained from investigating complaints. It can point to gaps in processes, competencies and organisational culture which, if recognised, can help an organisation to optimise its operations and increase its profits and/or reduce its costs.

During the training, you will learn what the customer wants, what is important to him and how to influence him. Participants will learn how to empathise with the criticising party, not to give way to their own emotional involvement, to identify the essence of the complaint and then respond to it.

For whom it is recommended: customer service, customer service, dispatching staff who are in contact with customers and their managers. Sales staff who may face frequent criticism from customers.

After the training, participants will be able to deal with customer criticisms and comments on a daily basis. They will be able to recognise their own emotional state and channel it in a way that helps them to think and present themselves constructively in a stressful situation. During the training, they will be equipped with the ammunition to reassure the customer and find a common solution to the situation, while being able to support the customer with a service attitude.

• TOP 10 customer needs
• Types of customer complaints
• Reassuring empathy
  • Expressions
  • attunement to the other party
  • mirroring
  • empathy vs. problem-solving attitude
• Communication barriers, or "adding fuel to the fire"
  • what to say
  • and what to avoid in a sensitive situation
• Advocacy communication
  • my messages
  • identifying the needs of the other party
• Complaints and compensation
• Gaining and practising personal experience

After the training days, we recommend either individual coaching sessions to further deepen the experience or team coaching sessions to share the experience, even online.