Customer Complaints: Effective Strategies for Resolving Issues
in Sales and MarketingAbout this training
Handling customer complaints is a critical aspect of providing excellent customer service. Here are some key strategies and tips for effectively managing customer complaints:
Session 1: Understanding Customer Complaints (Morning)
• Registration, networking, and introduction to the day's agenda.
• Importance of Customer Feedback
• Understanding the significance of customer complaints.
• Impact on customer satisfaction and brand reputation.
• Types of Customer Complaints
• Identifying different types of complaints.
• Analyzing common patterns and trends.
Session 2: Effective Handling Techniques (Afternoon)
• Active Listening and Empathy
• Developing active listening skills.
• Demonstrating empathy in customer interactions.
• Responding to Customer Complaints
• Structuring a complaint response.
• Turning negative experiences into positive outcomes.
• Q&A Session
• Closing Remarks
• Recap of key points.
Prerequisites: Anyone who is handling customers
Who Should Attend: Engineers to Sr. Managers or HOD of any department who is handling customers?
Certification Exam: 1. each certification candidate is required to pass a written examination through online mode that consists of multiple choice questions
2. Passing marks is 60% and for Hard copy of certificate needs to pay Rs. 100 additional
