Business
Skills Module: Managing Complaints
Goal
Recommitting customers
with professional complaints management
Examples of Use
At the Helpdesk, in the
project phase.
Contents
·
Meaning of
Complaints Management: possibilities and risks
·
Structured
procedures in the conversation about the complaint
·
Dealing with
your own negative emotions and those of the customer: how do I remain calm and
friendly?
·
How can I
accept frustration so that an emotionally tense situation is defused?
·
Finding problem
solutions: how do I react to (technically, timely, costly) unfulfillable demands
from the customer?
·
How can I reach
maximal customer satisfaction using the least possible material costs?
·
Complaints as a
chance for improvement
Results
The participants recognize
their work in complaints management as an important part of service. They do not
feel personally attacked, instead, they can respond to the emotional needs of
the customer. They can find the optimal solution for each situation. They make
sure that their company can distill improvement possibilities from the customers’
complaints.
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