Course Information
Schedules
- 6 May 2024 (Mon)
Registration period
19 Jan 2024 (Fri) - 6 May 2024 (Mon)
Price
HKD 820
(10% 折扣 為止 2024年05月05日 14:00 HKT)
(10% 折扣 為止 2024年05月05日 14:00 HKT)
Course Level
Study Mode
Duration
0.50 Day(s)
Language
Cantonese, English
Location
-
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Course Overview
Effective customer complaint handling is one of the critical aspects of providing great customer experience. As we know, unsatisfied customers will share their bad experience with others broadly. Therefore, complaint can be the two sides of the same coin, which either creating the loyalty customers or damaging the company image. Besides, customers’ complaints are offering the organization a chance to identify potential problems.
This half-day workshop will help the participants to equip comprehensive skill-sets and develop responsive mind-sets of effective customer complaint handling
What You’ll Learn
COURSE OUTLINE
Session 1:
1.Understand the different levels of customers’ complaint
2.Learn how to identify customers’ communication styles
3.Know how to discover customers’ needs through active listening and effective questioning
Session 2:
1.Understand how to maintain assertive and empathy during whole process
2.Learn how to defuse difficult customers’ emotional responses
3.Know how to achieve the win-win outcome for both customers and organizations
