Handling Customer Complaints
When customer complaints are handled inappropriately, it can become a disaster for the company. When handled well, it can generate business opportunity and build a strong brand. Tiptop’s handling complaint workshop helps your team develop the communication skill that can convert customer complaints into opportunities.
Outline:
- 7 sins of complaint handling: importance of taking appropriate perspectives
- Stories behind complaints: exploring the underlying needs of customers
- Handling emotions before handling solutions
- From listening to resolving: the 3-step complaint handling technique
- Responding to angry customers
- 7 ways to respond to customer dissatisfactions
- Follow-up after complaints: how to prevent complaints
