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 Apr, 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 organisation. 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 analyse 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

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

08023060462

Discounts off regular fees for open programmes: 3-5 nomination - 5% Programme also available as in-plant.
Related Courses
Protocol and Travel Management Protocol and Travel Management

3 days, 08 - 10 Nov, 2017 

2017-11-08 12:11:00
Lagos State, Nigeria

Impact Training and Management Consulting Limited

Best practice protocol services are delivered in deliberate observance of extant norms and modern rules of engagement.  A Protocol officer should possess the knowledge, skills and attitude ...

Professional Selling Skills Professional Selling Skills

3 days, 11 - 13 Oct, 2017 

2017-10-11 12:10:00
Lagos State, Nigeria

Impact Training and Management Consulting Limited

This course addresses the challenges of selling goods and services or capital equipment today. It will show your salespeople how to operate professionally and profitably in the most competitive ...

Effective Change Management Effective Change Management

2 day, 10 - 11 Jul, 2017 

2017-07-10 12:07:00
Lagos State, Nigeria

Impact Training and Management Consulting Limited

Organizations face major challenges when they modify operations and processes, merge, introduce new technologies, or respond to changing regulations and customer needs.     This ...

Employment and Contract Laws Employment and Contract Laws

2 day, 07 - 08 Dec, 2017 

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

Impact Training and Management Consulting Limited

More than ever before, HR professionals need to be grounded in employment and contract laws. This is because of the multifaceted nature and complexity of today’s workplace and the emergence of ...