f

Nigerian Seminars and Trainings

Search conferences, training, seminars, courses and workshops in Nigeria and around the world

business logo

Handling Customer Complaints

By: Impact Training and Management Consulting Limited  

Lagos State, Nigeria

21 - 22 Jan, 2016  2 day

Follow Event

  

NGN 87,500

Receiving customer complaints is inevitable in any business but handling those complaints requires knowledge and specific skills to achieve mutually satisfying result. Being able to listen, respond to and handle customer complaints in a positive manner is an important step in acquiring and retaining your customers.

This training course will challenge participants’ belief in managing customer expectations of them and their organization. Participants will leave the course with a personal action plan identifying the key changes to make, and the skills to practice.

Learning Objectives

At the end of this course, participants will:

  • Understand the root causes of customer complaints
  • Listen and communicate with empathy
  • Work individually or as a team to resolve customer complaints
  • See complaints as a gift
  • Maintain professionalism under pressure
  • Monitor and analyze complaints levels and identify remedial action
  • Eliminate sources of customer irritation

Learning Content

  • Meaning of customer complaints (ISO 10020 definition)
  • Important facts about customer complaints
  • Major type and causes of customer complaints
  • Benefits of complaints recovery
  • Types of customers and how to handle them
  • The psychology of queuing
  • The complaint as a gift strategy
  • Service recovery methods
  • Service management tools
  • Converting dissatisfaction to satisfaction
  • H.E.A.T and A.S.A.P models of resolving customer complaints

Who Should Attend?

Officers and Executives in Customer service, Call centre and Sales and Marketing functions

10, Obokun Street, off Coker Road, Ilupeju, Lagos, Nigeria Jan 21 - 22 Jan, 2016
NGN 87,500.00
(Convert Currency)

08023060462

Related Courses
Analysing Financial Statements Analysing Financial Statements

3 days, 09 - 11 Oct, 2017 

2017-10-09 12:10:00
Lagos State, Nigeria

Impact Training and Management Consulting Limited

Our Financial Analysis course takes you through the “step-by-step” of financial statements interpretation. Participants will gain clear insight into the techniques that investors, ...

Strategies for Finding and Winning New Business Strategies for Finding and Winning New Business

2 day, 07 - 08 Aug, 2017 

2017-08-07 12:08:00
Lagos State, Nigeria

Impact Training and Management Consulting Limited

New business is the engine of every company’s growth and profitability. Your business survival is largely tied to your ability to win new customers and keep the existing ones. This course is ...

Time and Priority Management Time and Priority Management

2 day, 14 - 15 Aug, 2017 

2017-08-14 12:08:00
Lagos State, Nigeria

Impact Training and Management Consulting Limited

The root cause of low work productivity is poor time planning and use. Many people are unable to prioritize tasks and work under pressure. Time is a most valuable resource and the more control we can ...

Leadership Development Programme Leadership Development Programme

2 day, 04 - 05 Dec, 2017 

2017-12-04 12:12:00
Lagos State, Nigeria

Impact Training and Management Consulting Limited

For executives and supervisors to achieve results they must influence people and find ways to inspire, involve and empower them. Ability to provide strong leadership is a critical skill for ...