HANDLING CUSTOMER COMPLAINTS: Understanding and Responding to Different Customer Behaviors

A major challenge of any business is when customers complain about their product or service. And with everyone active on social media, complaints are easily magnified, affecting potential customers.

Learning how to handle nearly customer complaints is not just a list of do's and don’ts. It involves truly understanding your customer, having a customer-centric mindset and adopting service quality standards.

More specifically, this hands-on workshop will cover the following topics:

• Overview

  • The effects of Customer Satisfaction (CSAT) to the bottomline

  • Differentiate internal & external customers

  • Customer journey process

  • Service breakdowns and gaps

• The identified customer

  • Decode the true voice of your consumer

  • Customer expectations & needs

• Customer centricity mindset & relationship dynamics  

  • The true role & nature of a CSAT team

  • The benefits of having a customer centric organizational culture

  • CS alignment to customer’s perceived value  

  • How managing self equips you to manage others

  • Dealing with an unsatisfied customer’s behaviors, drivers, triggers and responses

  • Handling three levels of objections & concerns  

• Managing customer business drivers, rewards and the recovery process

  • Ten steps to delight your customers   

  • Define service quality, standards, metrics & processes

  • Internal customers inter-department service level alignment