Training

Effective work with client complaints

Target Audience:Customer service specialists, KAM, sales managers, talent poolDuration:2 days, 16 hoursProvider:Venue:AEB office, Moscow, Krasnoproletarskaya ul. 16 bld. 3, entrance 8 (4th floor), nearest metro station - NovoslobodskayaLanguage:RussianCoach:Roman Zvyagin
Roman ZvyaginRoman Zvyagin

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
• 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
Certificate
All participants will receive a certificate of attendance.