Training

Effective work with client complaints

Target Audience:Managers and employees of Customer Service departments; Managers of other retail departmentsDuration:2 days, 16 hoursProvider:Venue:AEB office, Moscow, Krasnoproletarskaya ul. 16 bld. 3, entrance 8 (4th floor), nearest metro station - NovoslobodskayaLanguage:RussianCoach:Alexander Ryazanov
Alexander RyazanovAlexander Ryazanov

Terms and Conditions

– The deadline for registration & payment is usually 5 days before the starting date of the course;
– Those who do not register and pay by the deadline will not be allowed to participate in the training;
– All payments are to be made by bank transfer;
– Once registration is closed, the fee is non-refundable.

 Training objectives and advantages

  • To designate the basic conceptions for Customer’s categories.
  • To learn for needed skills to effective work with different types of Customers, including "difficult".
  • To develop necessary stress-stable skills to communicate with disconnected Customers.
  • To learn to use complaint situations for increasing of Customer loyalty

Training program
1. Complaints management - the requirement of modern time.
Benefits of complaints management.
The importance of professional work with complaints.
Professional attitude to complaints.
Financial losses from the lack of attention to Customer complaints.
2. Features of modern Customers.
Customers types.
Customer emotional conditions in different situations.
Expectations of Customers in decisions of complicated situations.
3. Structure of complaints and main rules of work with them.
Reasons of Customer complaints.
Types of complaints (justified and non-justified.
Complaints receiving from all communication channels (phone, written complaint, e-mail, the Internet, face to face.
The system of complaints analysis
4. Psychology of complaints management.
Emotional intellect and empathy.
Nature of stress in retail sector and and its consequences.
Stress overcoming.
Methods of psychological protection in work with “difficult” Customers.
5. High-professional behavior in conflict situations
The basic principles to respond to the behavior of “difficult” Customers.
Negotiations on the settlement of complaints.
Technology of clarifying of Customer dissatisfactions
Techniques of behavior in the situation substantiated and unsubstantiated complaints.
Technique to inform about bad news and failures to Customers.
Work errors in communication in complaint situations.
The best strategies in complaint situations. 
Analysis of specific examples.
6. Complaints Decisions in difficult situations.
Responsibility area. Competences for complaint decisions.
How to know the problem will be solved in the best way
Different levels of problems and Customer compensation system with Interests of Company and Customers.
Analysis of specific examples.
7. The system and strategy of work with complaints.
System of collection, analysis, processing
Use the information for prevention of complaints in future, for improvement of work standards.
8. Summing-up.
Big business game.
The best ways to restore and create a working mood to work with "difficult" clients.
Practice
Lecture, slides, group discussions, exercises and role-playing games, work in small groups, the analysis of real examples

All participants will receive a certificate of attendance.