WHEN COMPLAINTS BECOME OPPORTUNITIES TO IMPRESS: A COMPLAINTS MANAGEMENT TRAINING IN THE PHILIPPINES
A Corporate EnterTRAINment on Dealing with Complaints like a Pro – a 2-day Complaints Management Training in the Philippines
ENTERTRAINMENT OVERVIEW:
This comprehensive 2-day Complaints Management Training in the Philippines is designed to equip participants with the knowledge, skills, and attitude needed to effectively handle and address customer complaints.
In today’s business landscape, managing complaints is a critical aspect of maintaining customer satisfaction and loyalty.
This training program focuses on striking a balance between safeguarding the interests of the company and providing a memorable customer experience, even in the face of challenging situations.
ENTERTRAINMENT GOAL:
By the end of this 2-day Complaints Management Training in the Philippines, the participants should have been able to:
Handle and deal with complaints effectively balancing protecting both the interests of the company and the customers and providing a memorable customer experience despite human imperfections.
ENTERTRAINMENT OBJECTIVES:
To achieve the goal above in this 2-day Complaints Management Training in the Philippines, the participants should:
- Know, understand, and identify with different customers with different personalities by putting oneself in their shoes and imagining their experience, what had led to their emotional state, and what goes on in their mind.
- Start mastering the verbal, vocal, and visual competencies needed to deal with complaining customers with different heightened emotions
- Change one’s mentality about people and situations where complaints are involved and treat them as opportunities to provide an outstanding customer service on behalf of the company.
ENTERTRAINMENT OUTLINE:
DAY ONE
MODULE I: THINK LIKE THE CUSTOMER TO UNDERSTAND THE CUSTOMER
- Facts about Customers
- Driving Forces Behind Customers’ Expectations
- Different Types of Complainants
- Root Causes of Complaints: Why do Customers Complain?
MODULE II: THE 4A APPROACH TO HANDLING COMPLAINTS
- Apologize
- Assess
- Assure
- Assist
MODULE III: DEALING WITH UNSATISFIED CUSTOMERS:
- The S.E.G.Way Technique (Stop, Empathize, and Give Way)
- Why and How to Empathize Sincerely
MODULE IV: LISTENING ALONE IS THE SOLUTION
- Introduction to Active Listening
- Barriers to Active Listening
- The Know-It-All
- The Apathetic
- The Assuming
- The Monopolist
- Fs of Active Listening
- Focus
- Feel
- Fact-Find
- Let them Finish
- Never Foretell
- Formulate
- Maximize your Forms
DAY TWO
MODULE V: CONSULTATIVE APPROACH TO HANDLING COMPLAINTS
- Probing 101
- Different Ways of Probing
- Clarification
- Restatement
- Extension
- Close-ended
- Open-ended
- How to Probe the Right Way
MODULE VI: ASSERTIVENESS: FIGHTING FIRE WITH WATER
- What is Assertiveness?
- Elements of Assertiveness
- What to Say (Verbal): Positive Scripting
- How to Say It (Vocal): Tone of Voice
- How to Look (Visual): Body Language
MODULE VII: SELF-ANGER MANAGEMENT: WHEN THE PROBLEM IS YOU (OURSELVES)
- Tips to Control One’s Emotions and Manage Anger
- Pacifying an Irate Customer
MODULE VIII: TURNING MOMENTARY COMPLAINANTS TO ETERNAL CLIENTS
- Developing the Passion to Serve
- Disconnect and Reconnect
- Enhancing the Customer Experience
- Going the Extra Mile
ENTERTRAINMENT METHODOLOGIES:
2 days will be dedicated to interactive discussions, experience-sharing, case studies, immediate concept application exercises, objective-related ice-breakers, and pen-and-paper work while the rest of the training will be devoted to role plays or simulations with feedback-sharing.
Check our other Customer Service programs below:
Customer Service Training in the Philippines
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