Training

Effective work with client complaints

Duration:2 daysProvider:Venue:AEB office, Moscow, Krasnoproletarskaya ul. 16 bld. 3, entrance 8 (4th floor), nearest metro station - NovoslobodskayaLanguage:RussianCoach:Andrey Ermilin
Andrey Ermilin Andrey Ermilin

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

Is it good if a customer complains to you on your product or the quality of the service you offer? Of course, it is! If he complains to you, it means that he still believes in you and wants you to continue to provide services and sell goods to him, but of a different quality, different type... A complaint helps to transform the product or service in a form that the customer wants. Thus, your main task is to be able to properly and timely react on it in order to keep the client. During the program participants will:

  • Learn about basic causes of customer dissatisfaction, levels of complaints and customers‘types
  • Work on the algorithm of effective work with customer complaints of various types
  • Practice basic steps and actions to prevent a conflict, as well as learn about principles of an effective way out of a conflict
  • Create effective feedback forms and procedures for working with customer complaints

Training program:

  • Theory – what is a customer complaint: the definition – what is a customer complaint, the levels of complaints, the types of customers, why do customers not complain? Well-grounded and not well-grounded complaints
  • A conflict – definition, methods of preventing and resolving conflict situations: the definition of a conflict and the nature of the conflict, working out an algorithm for conflict prevention and resolution, conflict resolution tool – "A chain of Actions"
  • Skills practicing: participants will discuss the common customer complaints in a format of a role game; will work out in practice an algorithm of working with customer complaints
  • Evaluation of feedback forms and questionnaires for a client: analysis of feedback forms and questionnaires in a company to determine the current level of customer service and of customer satisfaction with the company's product line

Practice:

Training will be carried out in an interactive way and supposes case-studies and practical exercises.

Certificate

All participants will receive a certificate of attendance.

In case of questions or concerns, please, contact:

Alla Hovhannissyan, AEB Training Programs Manager: ah@aebrus.ru

Tel: +7 (495) 234 27 64 (ext. 114)