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