| Event Profile | |
| Class/ Online | Classroom |
| Date | December 07, 2018 |
| Time | 9:00am to 5:00pm |
| Venue | Mandarin Orchard Singapore 333 Orchard Road Singapore 238867 |
| Fee | 7% GST will apply SGD 470.003 & above: SGD450.00 each For Member SGD 446.5 3 & above: SGD427.5 each |
| Note | Two tea breaks and buffet lunch will be served. Limited complimentary car parking coupons are available upon request. |
| Trainer | |
| Activity | |
- New EQ Strategies for Handling Written and Spoken Complaints
"A complaint is a chance to turn a customer into a lifelong friend. I say that seriously not as some press release baloney" Richard Branson
So, you open your email and there starring right in your face is toxic complaint from one of your key customers. What are you going to do?
Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult and liable to complaint readily, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively. With a positive attitude, you can make your customer feel right and change complaints that they make into opportunities to create loyal customers for life.
What is implicit when a customer complains is that he/she is upset about some aspect of your products or services and is highlighting this to you. In other words, the complaining customer is giving you the opportunity to rectify the situation and address the fault in the system. It is equally important that you should acknowledge such complaints objectively and respond mindfully to the customer.
This workshop will guide you through written and spoken empathetic responses to customer’s complaints. By improving the focus of your thoughts and feelings, and how well you listen to and empathize with your customers, you will be better able to meet your customer’s expectations.
Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind in this result-focussed workshop you will learn and apply the following:
"A complaint is a chance to turn a customer into a lifelong friend. I say that seriously not as some press release baloney" Richard Branson
So, you open your email and there starring right in your face is toxic complaint from one of your key customers. What are you going to do?
Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult and liable to complaint readily, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively. With a positive attitude, you can make your customer feel right and change complaints that they make into opportunities to create loyal customers for life.
What is implicit when a customer complains is that he/she is upset about some aspect of your products or services and is highlighting this to you. In other words, the complaining customer is giving you the opportunity to rectify the situation and address the fault in the system. It is equally important that you should acknowledge such complaints objectively and respond mindfully to the customer.
This workshop will guide you through written and spoken empathetic responses to customer’s complaints. By improving the focus of your thoughts and feelings, and how well you listen to and empathize with your customers, you will be better able to meet your customer’s expectations.
Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind in this result-focussed workshop you will learn and apply the following:
Objective
- Understand the rationale why customers complain
- Appreciate the psyche of a complaining customer
- How to cultivate a positive attitude to customers’ complainants
- Challenges of writing back to angry customers
- Create a checklist for responding professionally
- Build a rapport with customers face-to-face and in writing
- Understand the diverse challenges posed by customers
- Identify the implicit messages in complaints and how to address them objectively
- Develop excellent writing and verbal strategies to respond
Outline
Module 1: The Psychology Behind Negative Feedback
Module 2: Prevent Escalations and Damage to Your Reputation
Module 3: Written and Verbal Responses
Module 4: Follow up
Module 5: Managing Complaints in Social Media
- Conduct a root-cause analysis to identify the real nature of the complaint
- Recognize what customers want to read in your responses
- The appropriateness of the complaint
- Looking at complaints as opportunities
Module 2: Prevent Escalations and Damage to Your Reputation
- Reduce anxiety and stress-Make complaints processes easier for customers
- Improve contact resolution-minimise wasted time and effort by cutting the likelihood that customers will contact you again
- Ways to enhance customer retention
Module 3: Written and Verbal Responses
- Acquire and apply appropriate language, structures and approaches to the following areas of response: offers of compensation, investigation summaries and apologies.
- The importance of tone: the willingness to understand
- Steps to take before sending your response: The importance of a checklist
Module 4: Follow up
- What to do after sending response letter to complaint
- Offering follow up action and clarifying further doubts
- How to respond to a compliment given by customers when complaint is handled effectively
Module 5: Managing Complaints in Social Media
- Understand customer psyche on social media
- How to respond to positive reviews
- How to respond to negative reviews
- Writing responses to remove negative feedback
Who should attend
HR managers, supervisors, team leaders and contact centre managers
Methodology
This is an action-oriented and highly interactive workshop comprising intensive hands-on practices, videos, group discussions and mini lectures.
Mdm Sandra Daniel's Profile
TRAINER’s BIO: Sandra Daniel, ICF, PCC Coach, Certified ICAgile Coach, Certified Applied Neuroscience Coach, EQ Six Seconds Certified Coach
Sandra Daniel is the Senior Managing Partner with a Consulting company. Over the last three decades, she has been transforming leadership and workplaces to be more adaptable, relevant, and nimble through coaching, mentoring, consulting, facilitative training, and course development. She is a highly interactive and engaging international trainer and speaker specializing in topics related to influential leadership, coaching and mentoring, emotional intelligence, and communication. She has trained clients from diverse organisations and industries namely, government services, banking, manufacturing, education, insurance, and hospitality
Qualifications and Certifications:
Sandra Daniel is the Senior Managing Partner with a Consulting company. Over the last three decades, she has been transforming leadership and workplaces to be more adaptable, relevant, and nimble through coaching, mentoring, consulting, facilitative training, and course development. She is a highly interactive and engaging international trainer and speaker specializing in topics related to influential leadership, coaching and mentoring, emotional intelligence, and communication. She has trained clients from diverse organisations and industries namely, government services, banking, manufacturing, education, insurance, and hospitality
Qualifications and Certifications:
- Master of Science in Training and Human Resource Management
- Bachelor of Arts in English and Business
- Graduate Diploma in Communication and Innovation
- Diploma in Training and Development
- ACTA Certified Trainer
- International Coach Federation (ICF), Certified ACC, PCC
- ICAgile Certified Professional Coach
- Certified ICAgile-Leading with Agility
- Certified ICAgile-Agility in Enterprise
- Certified Behavioural and Career Coach
- Certified Six Seconds EQ Coach, Practitioner, Facilitator, Assessor and Brain Profiler
- Certified Applied Neuroscience Coach
- Executive Certificate in Design Thinking
- Certified Agile Leader (Teams and Organizations) SCRUM ALLIANCE
- Certified Stress Management Consultant
- Certified Critical Thinking and Research Analyst
- Certified Advanced Behavioural Analyst and DISC Accredited Administrator
- Certified in Evaluating Truthfulness and Credibility
- Enneagram Spectrum Practitioner and Coach
- Certified SCRUM Master
- Lean Six Sigma Black Belt
- Certified Facilitator in Design Leadership and Design Thinking
- LEGO® SERIOUS PLAY® Certified Facilitator
