OBJECTIVES
Respond with the right attitude to complaints and customer complaint
Reduce stress related to complaints situations
Maintain long-term customer satisfaction
PUBLIC
Anyone who comes in contact with customers
PROGRAM
How to announce bad news
Announce bad news tactfully
Understanding the client and his complaint: Active listening (questioning and reformulation)
The objection: different types and techniques of answers
Managing aggression and difficult situations to avoid escalation: DESC
The claim situation
The legitimacy of the customer to claim
List of concrete situations in the company. How are they treated until now?
Typology of complaints
The 4 steps to handle a complaint
From anger to customer gratitude: managing the emotional process of the claim
The claim, a "moment of truth" for the customer relationship: Understanding and recognizing
Propose and act
Restore a positive relationship
Development of an individual action plan
EDUCATIONAL TOOLS
Presentation
Group work
Role play and role plays
Good to know
DURATION
0.5 days
Organizer
Reval
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