Course Information
Schedules
- 9 May 2024 (Thu)
Registration period
10 Apr 2024 (Wed) - 8 May 2024 (Wed)
Price
HKD 1,150
(HKMA Member: HK$1,050
Non-member: HK$1,150)
(HKMA Member: HK$1,050
Non-member: HK$1,150)
Course Level
Study Mode
Duration
3 Month(s)
Language
English
Location
-
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Course Overview
When people or customers we contact are angry or frustrated, our normal reaction is to think that it is because something is wrong. As we look for the fault in ourselves, we feel guilty, become defensive, even emotional and therefore we handle the situation rather badly. In fact, customer complaints have a positive side: they let us know how customers react.
Thus, to ensure that we satisfy angry customers and keep them coming back as contented clients, we must know how to handle
diffi cult situations in a professional manner.
This programme focuses on tactics to deal with difficult situations, as well as skills to convey confi dence and enthusiasm to serve customers better.
What You’ll Learn
CONTENTS
PART I HANDLING CUSTOMER COMPLAINTS
1. What do Customers Want When They Complain?
2. What happens if Customers Don’t Complain?
3. Complaints Vs Enquiries
4. How to Communicate with Your Customers While They Are Making Complaints?
5. How to Turn complaints into Benefi ts?
6. Howto Do Little Extras to Please Your Customers?
PART II KEEPING TRACK OF COMPLAINTS AND AVOIDING THEIR ESCALATION
7. Designing and Using A Good Complaint Record Form
8. Introducing an Eff ective Complaint Tracking System
9. What Are the Major Types of Escalation?
10. Understanding the Complainer’s Behaviour
11. Key Notes to Avoid Complaint Escalation
PART III TURNING COMPLAINTS INTO BUSINESS OPPORTUNITIES
12. Carrying Out a Self-Diagnosis for Your Business
13. Conducting Root Cause Analysis of Complaints
14. Understanding Your Customers’ Wants
15. Practising Competent Communication and Persuasion Skills
16. Behaving Assertively to Gain Business Opportunities
PART IV PROJECTING A POSITIVE ATTITUDE AND A PROFESSIONAL IMAGE TO AVOID FUTURE COMPLAINTS
17. Implementing a Complaint - Friendly Organisation
18. Conducting an Infl uencing Ability Audit
19. Working Towards Being a Professional
20. Creating a Climate for Service Excellence
