For any company, customer complaints come part of the territory. This aspect of the work is always an unpleasant experience for the customer. But it need not be a losing proposition for the company. The truth is, complaints pave the way for opportunities to improve on a product, correct service procedures, and win over customer loyalty. The key is careful selection and effective training of your personnel.
Complaint management is critical. In this age of digital communication, when customers can resort to the Net to spread the word quickly, it pays to be able to put out fires and turn a negative situation to a positive one. How does one go about complaints and procedures? Can complaint handling be assigned to anyone? How can one remain cool when handling complaints?
All these and more relevant questions will be answered in TalkShop’s Complaints Management Workshop.
We teach you how to keep calm and collected, to listen with empathy, to think creatively and quickly. This highly practical workshop will be interactive, employing case studies and role plays for on-the-spot drills that will engage your participants’ sensitivity, sensibility, and quick thinking.
Sheila Viesca, TalkShop CEO, will teach your staff to deal with difficult situations with customer retention as the end goal. Whether it is a minor customer complaint or a potential crisis, she will teach you how to read your customer correctly, and handle difficult situations with confidence and dispatch. The course also includes writing that all-important letter of response that appeases.
Your system of handling complaints is telling. Let TalkShop assess the proficiency of your team and take it to the next level as befits your brand. For more information visit us at www.talkshop.ph or call (632) 894-5588 to consult with our course adviser.