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Effective Complaint Handling for Front Liners & Managers

Manage Complaint & Emotional Healing 

The ability to deal directly with customers or clients with complaints is crucial for any front-liners or managers in charge. It needs a specific set of skills with a certain level of experiences. It also requires the professionals to have a better understanding and to have the ability to control of the overall situation. At the end of the day, it is the customers and clients that become the main reason of our business existence.

The Effective Complaint Handling for Front Liners & Managers training will equip the participants to recognize types of customers and to understand how to deal with several scenarios of complaint. They will learn how to deal and manage the situation in the best interest of all parties involved. This program will also address the motivational state and stress aspect of the participants who have to deal with the above situation.

The program will guide them how to heal their emotional and maintain a motivational level required from any professional front-liners and managers in this area.

The Benefit:

  • Understand the challenges and opportunities in handling complaints
  • Recognize types of complaints and type of customers
  • Ability to deal and to face challenging situation in handling complaints
  • Understand how to cope with emotional pressure in the complaint handling situation
  • Understand how to regroup and to refresh professionally and individually
  • Ability to perform complaint handling professionally and regularly

Outline:

  • Recognizing customer types
  • Recognizing complaint types
  • Dealing with complaints
  • Understanding body languages
  • Effectively handling the complaints
  • Motivating and healing emotional state
  • Stress therapy
  • Exercises

Recommended Participants:

  • Front-liners (Customer Service, Relationship Management, Front Office, and other customer-related professional)
  • Any Managers who will eventually deal with customer complaints

Training Schedule:

17 – 18 February 2016
13 – 14 April 2016
15 – 16 June 2016
3 – 4 August 2016
12 – 13 October 2016
6 – 7 December 2016

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