Complaints Management Training in the Philippines

Complaints Management Training in the Philippines

WHEN COMPLAINTS BECOME OPPORTUNITIES TO IMPRESS: A COMPLAINTS MANAGEMENT TRAINING IN THE PHILIPPINES

A Corporate EnterTrainment on Dealing with Complaints like a Pro

 

LEARNING GOAL:

By the end of this two-day corporate EnterTrainment, the participants should have been able to:

Handle and deal with complaints effectively balancing protecting both the interests of the company and the customers and providing a memorable customer experience despite human imperfections.

LEARNING OBJECTIVES:

To achieve the goal above after this learning experience, the participants should:

  1. Know, understand, and identify with different customers with different personalities by putting oneself in their shoes and imagining their experience, what had led to their emotional state, and what goes on in their mind.
  2. Start mastering the verbal, vocal, and visual competencies needed to deal with complaining customers with different heightened emotions
  3. Change one’s mentality about people and situations where complaints are involved and treat them as opportunities to provide an outstanding customer service on behalf of the company.

LEARNING HIGHLIGHTS:

MODULE I: THINK LIKE THE CUSTOMER TO UNDERSTAND THE CUSTOMER

  • Facts about Customers
  • Driving Forces Behind Customers’ Expectations
  • Different Types of Complainants
  • Root Causes of Complaints: Why do Customers Complain?

MODULE II: THE 4A APPROACH TO HANDLING COMPLAINTS

  • Apologize
  • Assess
  • Assure
  • Assist

MODULE III: DEALING WITH UNSATISFIED CUSTOMERS:

  • The S.E.G.Way Technique (Stop, Empathize, and Give Way)
  • Why and How to Empathize Sincerely

MODULE IV: LISTENING ALONE IS THE SOLUTION

  • Introduction to Active Listening
  • Barriers to Active Listening
    • The Know-It-All
    • The Apathetic
    • The Assuming
    • The Monopolist
  • Fs of Active Listening
    • Focus
    • Feel
    • Fact-Find
    • Let them Finish
    • Never Foretell
    • Formulate
    • Maximize your Forms

MODULE V: CONSULTATIVE APPROACH TO HANDLING COMPLAINTS

  • Probing 101
  • Different Ways of Probing
    • Clarification
    • Restatement
    • Extension
    • Close-ended
    • Open-ended
  • How to Probe the Right Way

MODULE VI: ASSERTIVENESS: FIGHTING FIRE WITH WATER

  • What is Assertiveness?
  • Elements of Assertiveness
    • What to Say (Verbal): Positive Scripting
    • How to Say It (Vocal): Tone of Voice
    • How to Look (Visual): Body Language

MODULE VII: SELF-ANGER MANAGEMENT: WHEN THE PROBLEM IS YOU (OURSELVES)

  • Tips to Control One’s Emotions and Manage Anger
  • Pacifying an Irate Customer

MODULE VIII: TURNING MOMENTARY COMPLAINANTS TO ETERNAL CLIENTS

  • Developing the Passion to Serve
  • Disconnect and Reconnect
  • Enhancing the Customer Experience
  • Going the Extra Mile

LEARNING METHODOLOGY/IES:

1 ¼ days will be dedicated to interactive discussions, experience-sharing, case studies, immediate concept application exercises, objective-related ice-breakers, and pen-and-paper work while the rest of the training will be devoted to role plays or simulations with fee

Phone: (02) 919-2734
Mobile: 0936 988 6199 (Globe) | 0933 232 6149 (Sun)
Unit A2 Blk 8 Lot 8 Buenmar Ave. Phase IV
Greenland Executive Village, Brgy San Juan, Cainta, Rizal