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Dealing With Conflicts and Complaints

By: TSI Limited

Lagos State, Nigeria

07 - 09 Sep, 2015  3 days

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The customer is always right - right?  Sometimes there are occasions when the customer is not entirely right, or when their behavior in making a complaint is such that they need to be appropriately managed so that the real issue is dealt with. How often have you, as a customer been on the receiving end of an inappropriate response from someone who has read you or the situation incorrectly?  This course introduces a model to enable you to identify appropriate tactics for managing issues with customers and avoiding potential conflict.

Course Objectives

  • Ability to deal with conflict and complaints with sensitivity and maturity 
  • Increased confidence and control when dealing with complaints
  • Turn customer complaints into opportunities for repeat and referral business

Course Outline

  • Common scenarios for customer conflict and complaints
  • Eliminating the causes of conflict and defensive behaviour
  • Dealing with difficult behaviours
  • The right intention: bringing out the best in people
  • The steps for dealing with complaints
  • Useful words and phrases
  • Turning complaints into opportunities
  • Case studies and workplace examples 
Sizzler House, 33 International Airport Road, Ajao Estate, Lagos, Nigeria Sep 07 - 09 Sep, 2015
NGN250,000.00
(Convert Currency)

+1-646-202-8832, +2348033467639, +2348023019508,

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