HANDLING CUSTOMER COMPLAINTS: Understanding and Responding to Different Customer Behaviors
Details
A major challenge of any business is when customers complain about their product or service. And with everyone active on social media, complaints are easily magnified, affecting potential customers.
Learning how to handle nearly customer complaints is not just a list of do's and don’ts. It involves truly understanding your customer, having a customer-centric mindset and adopting service quality standards.
Outline
More specifically, this hands-on workshop will cover the following topics:
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Overview
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The effects of Customer Satisfaction (CSAT) to the bottomline
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Differentiate internal & external customers
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Customer journey process
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Service breakdowns and gaps
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The identified customer
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Decode the true voice of your consumer
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Customer expectations & needs
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Customer centricity mindset & relationship dynamics
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The true role & nature of a CSAT team
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The benefits of having a customer centric organizational culture
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CS alignment to customer’s perceived value
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How managing self equips you to manage others
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Dealing with an unsatisfied customer’s behaviors, drivers, triggers and responses
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Handling three levels of objections & concerns
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Managing customer business drivers, rewards and the recovery process
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Ten steps to delight your customers
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Define service quality, standards, metrics & processes
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Internal customers inter-department service level alignment
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Special Offer
INQUIRER Academy (INQA) endeavors to educate and inform this generation to be a catalyst of change in the society.
INQA offers professional courses open to the public and customized corporate trainings in various topics.
During the pandemic, we offer virtual workshops and self-paced online courses.
INQA is a member of the Inquirer Group of Companies, a respected multi-media organization in the Philippines. It is the same group that brought Filipinos fearless news from the Philippine Daily Inquirer, INQUIRER.net, Inquirer Mobile, Cebu Daily News, Bandera, DZIQ Radio Inquirer, and Hinge Inquirer Publications.