Complaints handling

OBJECTIVES OF THE SEMINAR
  • Train participants to manage the complaining person’s dissatisfactions in an assertive way
  • Teach them to transform dissatisfaction into a positive experience
  • Assist them by proposing a solution that is viable for the company, yet at the same time perfectly acceptable to the client, and by ensuring the customer’s satisfaction about the proposed solution
  • Help them preserve the positive image of our company
  • Help them maintain a good-quality relationship with our clientele by managing their own stress and the clients’ stress efficiently
  • Get them to react efficiently in all circumstances
  • Teach them to master all available and useful tools to manage complaints
PROGRAM OF THE SEMINAR
  • Introduction
  • The various kinds of dissatisfaction and how to recognise them
    • Psychological aspects of expressing dissatisfaction
    • Characteristics and motivation of the various types of complaining clients
  • How to transform the expression of dissatisfaction into a positive experience for the client and for our company ?
  • Sound attitudes for optimal management of complaints
    • How to protect oneself
    • How to understand and allow expression of stress
    • How to handle one’s own emotions and stress
    • Reacting appropriately to the emotions of a client
  • Phases to observe in the process
    • The moment of welcome
    • Listen carefully and actively
    • Reformulate the received information
    • Understand well the emotional condition of the complaining client
    • Propose a solution satisfying all parties involved
    • Adapt one’s approach and one’s argumentation to the profile of the customer
    • Obtain agreement on the proposed solution
    • How to close the encounter
    • How to manage promises made
  • The art of communication
    • The mechanism of communication
    • Principal obstacles to sound communication
    • Base rules to communicate with success
    • Verbal and non-verbal communication
    • Empathy
    • The art of asking the right questions
    • Feedback
    • Reprimands
    • Expressions and words to avoid
  • Managing particularly delicate situations 
    • How to move from a negative communication to a positive one
    • How to obtain agreement after a conflicting start
    • Knowing how to negotiate to obtain a good compromise
    • How to help reduce the clients’ aggression
    • How to remain assertive at all times
    • Re-establishing a good relationship with our client
  • Conclusion :  complaints allow customers to become truly faithful clients