Details
It is easy to provide great customer service to clients who have a great personality. However, not every experience is a positive one. People act differently when emotions are running high and expectations or demands are not being met (no matter how unreasonable they might be). The result: professionals providing the service feel stressed, intimidated, even powerless.
The good news: with the right mindset and application of comprehensive skills, people can gain the power to handle the most difficult of situations. Issues are resolved faster. More customers are served. Most importantly, relationships with customers can even be strengthened.
With the comprehensive Complaint Management Seminar from
Guthrie-Jensen, you and your colleagues will be able to
- Analyze the impact of your role and practice it in satisfying difficult clients.
- Adjust well to clients by analyzing the behavior and psychology behind demanding clients.
- Gain skills in defusing hot-tempered clients, dealing productively with those who feel superior, tactfully guiding clients who talk about non-business issues, and rebuilding rapport with them.
- Use words that clients want to hear and avoid words that they don’t.
- Practice the right tone of voice and behaviors to dissipate anger.
- Deal with irate clients effectively by being prepared mentally and emotionally.
- Convert complaints into opportunities to recover and strengthen relationships with the client.
- Apply listening techniques to identify a solution to the client’s concerns.
- Create solutions acceptable to both the client and your company.
- Apply techniques in service recovery.
- Ensure that all agreements and commitments are delivered.
Turn difficult situations into golden opportunities to strengthen customer relationships. Join Guthrie-Jensen’s Complaint Management Seminar today.
Outline
Special Offer
Customer needs-driven solutions. Results-oriented implementation. Human resource partner and answer to total organizational success.
For the past 30 years, Guthrie-Jensen, the leading Management Training and Consulting firm in the Philippines has been the choice of more than 15,000 companies, with clients belonging to the top 1,000 Filipino corporations and the Global 500 companies.
Guthrie-Jensen’s belief that people make the difference fuelled the creation of practical, customized, and learner-friendly seminars. Having grown from two major programs in 1979 to over 50 in the year 2007, Guthrie’s wide range of products are managed under 7 divisions:
- Organizational Development
- Business
- Leadership Development
- Customer Service
- Sales
- Communication
- Public Seminars
The company’s stable of consultants and trainers, with over 200 years of cumulative experience in Training, conduct more than 50 programs per month.
The economic turmoil of the three decades has tested its management expertise, and the ruthless business environment has provided the landscape for the company to earn the right to lead – bringing its product performance to a level that is world class and unparalleled in Southeast Asia. Bridging the gap between theory and practice is the company’s major differentiator. ...
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