{"id":3376,"date":"2022-06-23T09:04:47","date_gmt":"2022-06-23T09:04:47","guid":{"rendered":"https:\/\/ctsvietnam.vn\/customer-service-handling-complaints-skills\/"},"modified":"2023-06-13T07:37:32","modified_gmt":"2023-06-13T07:37:32","slug":"customer-service-handling-complaints-skills","status":"publish","type":"post","link":"https:\/\/ctsvietnam.vn\/en\/customer-service-handling-complaints-skills\/","title":{"rendered":"Customer Service &#038; Handling Complaints Skills"},"content":{"rendered":"<p><img class=\"alignnone size-full wp-image-4416\" src=\"https:\/\/ctsvietnam.vn\/wp-content\/uploads\/2023\/02\/Customer-service.png\" alt=\"\" width=\"1200\" height=\"800\" srcset=\"https:\/\/ctsvietnam.vn\/wp-content\/uploads\/2023\/02\/Customer-service.png 1200w, https:\/\/ctsvietnam.vn\/wp-content\/uploads\/2023\/02\/Customer-service-300x200.png 300w, https:\/\/ctsvietnam.vn\/wp-content\/uploads\/2023\/02\/Customer-service-1024x683.png 1024w, https:\/\/ctsvietnam.vn\/wp-content\/uploads\/2023\/02\/Customer-service-768x512.png 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<p>Effectively handling and resolving customer complaints is vital to any organisations\u2019 customer service and success. Providing first class customer service is about creating the right impression first time &#8211; a must for front line staff. To be successful at customer service requires an understanding of customer expectations and the skills to exceed that expectation, even when faced with difficult customers. This training course is both practical and interactive, providing the personal and professional skills required for staff who are often the first point of contact for customers. Throughout the course delegates will have the opportunity to practice customer service skills with role play, practical exercise and in discussion groups, enabling a confident return to the workplace.<\/p>\n<p><strong>Designed for:<\/strong><\/p>\n<p>Front line staff in direct contact with customers, who are required to manage a wide variety of customer expectations, and to gain sales commitment from clients.<\/p>\n<p><strong>Learning Objectives:<\/strong><\/p>\n<ul>\n<li>Understand the impact of good\/bad service.<\/li>\n<li value=\"5\">Create and maintain a professional customer-led image.<\/li>\n<li value=\"5\">Learn how to develop customer empathy.<\/li>\n<li value=\"5\">Remain calm even when under pressure.<\/li>\n<li value=\"5\">Adapt your style to meet the needs of different types of customers<\/li>\n<li value=\"5\">Use effective questioning techniques to assess buyer needs, while building customer commitment towards buying<\/li>\n<li value=\"5\">Deal with customers complaints professionally<\/li>\n<li value=\"5\">Develop specific strategies for conflict resolution<\/li>\n<li value=\"5\">Recognise classic profiles of difficult people and strategies for handling them<\/li>\n<li value=\"5\">Pre-empt challenging situations and avoid escalating them further<\/li>\n<li value=\"5\">Develop communication skills designed to improve your delivery of bad or unpleasant news<\/li>\n<li value=\"5\">Recognise personality types with which you may clash<\/li>\n<li value=\"5\">Develop assertive skills and behaviours<\/li>\n<li value=\"5\">Handle aggressive behaviour<\/li>\n<li value=\"5\">Calm angry, upset and unresponsive individuals<\/li>\n<\/ul>\n<p><strong>Course Content:<\/strong><\/p>\n<p><em><strong>Recognising what customer service excellence really means to you and your customers<\/strong><\/em><\/p>\n<ul>\n<li>The consequences of good\/bad service<\/li>\n<li>Looking to exceed customer expectations<\/li>\n<li>Managing customer&#8217;s heightened expectations<\/li>\n<\/ul>\n<p><em><strong>The Customer-led Approach<\/strong><\/em><\/p>\n<ul>\n<li>Managing first impressions face-to-face\/ telephone<\/li>\n<li>Putting customer needs first<\/li>\n<li>Making the customer feel special and valued<\/li>\n<li>Ensuring there is a &#8216;no pressure&#8217; relationship<\/li>\n<\/ul>\n<p><em><strong>Identifying &#8216;best practice&#8217; in managing different customer situations<\/strong><\/em><\/p>\n<ul>\n<li>Prioritize and focus on the top expectations of customers<\/li>\n<li>Identify one\u2019s own personality style and the personality styles of customers<\/li>\n<li>Practice a three step system for maintaining professionalism and composure when dealing with irate customers<\/li>\n<\/ul>\n<p><em><strong>Communicating Positively<\/strong><\/em><\/p>\n<ul>\n<li>Improving verbal skill-use of appropriate language, understanding what not to say<\/li>\n<li>Vocal skill &#8211; understanding the key elements for developing the voice\u00a0 effectively<\/li>\n<li>Visual skill &#8211; body language<\/li>\n<li>Establishing rapport<\/li>\n<li>Ending on a positive note<\/li>\n<\/ul>\n<p><em><strong>Questioning techniques<\/strong><\/em><\/p>\n<ul>\n<li>Recognising different types of questions<\/li>\n<li>Technique for asking and answering questions<\/li>\n<li>Purposeful Questioning<\/li>\n<\/ul>\n<p><em><strong>Listening skills<\/strong><\/em><\/p>\n<ul>\n<li>What is active listening<\/li>\n<li>Techniques to improve active listening<\/li>\n<li>Checking and demonstrating understanding<\/li>\n<\/ul>\n<p><em><strong>Assessing and qualifying the customer need<\/strong><\/em><\/p>\n<ul>\n<li>Identifying Customer\u2019s Needs<\/li>\n<li>Building\/developing customer relationships<\/li>\n<li>Developing customer loyalty programmes<\/li>\n<li>Identifying customer value\/providing satisfactory solutions<\/li>\n<\/ul>\n<p><em><strong>Objection handling<\/strong><\/em><\/p>\n<ul>\n<li>Effective Response Methods<\/li>\n<\/ul>\n<p><strong><em>Identifying the different types of difficult customers<\/em><\/strong><\/p>\n<ul>\n<li>Recognising classic profiles of difficult people<\/li>\n<li>Recognising the personality types with which you may clash unconsciously<\/li>\n<\/ul>\n<p><em><strong>Understanding angry or dissatisfied customers<\/strong><\/em><\/p>\n<ul>\n<li>Identifying the reasons why external customers become angry<\/li>\n<li>Responding appropriately to the needs of angry customers<\/li>\n<\/ul>\n<p><em><strong>Defusing the Situation<\/strong><\/em><\/p>\n<ul>\n<li>Specific phrases you can say to calm different types of customers<\/li>\n<li>Convincing customers you can and will do something to solve their problems<\/li>\n<li>Cutting through emotions to get the facts you need to solve the problem<\/li>\n<li>Ensuring the customer feels &#8220;heard&#8221; and why it&#8217;s essential for resolving the complaint<\/li>\n<\/ul>\n<p><em><strong>Resolving the Complaint<\/strong><\/em><\/p>\n<ul>\n<li>Defining the problem and its complexity<\/li>\n<li>How optioning can help you solve their problems and retain them as customers<\/li>\n<li>Dealing with customers who only want to talk to management<\/li>\n<li>Tactfully handling a situation when the customer caused the problem<\/li>\n<li>How to avoid getting drawn into an argument<\/li>\n<\/ul>\n<p><em><strong>Operation Recovery<\/strong><\/em><\/p>\n<ul>\n<li>Step-by-step actions you must take to regain a customer&#8217;s trust and dedication<\/li>\n<li>Show customers you sincerely value their business<\/li>\n<li>Phrases that let customers know their satisfaction is and remains your top priority<\/li>\n<\/ul>\n<p><strong>The course details:\u00a0Customer Service &amp; Handling Complaints<br \/>\nDuration<\/strong>:<strong> 25 &amp; 26 October 2023 <\/strong>(2 days )<br \/>\n<strong>Place<\/strong>: 3 to 4-star hotel<br \/>\n<strong>Language<\/strong>: Vietnamese<br \/>\n<strong>Trainer<\/strong>: TBC<br \/>\n<strong>Fee<\/strong>: 5,900,000 per participant<br \/>\n<strong><em>Please contact us 028 6285 6440 to register or fill out the form\u00a0<a href=\"https:\/\/ctsvietnam.vn\/en\/contact\/\">here<\/a><\/em><\/strong><\/p>\n<p>&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;<br \/>\nCTS offers a wide range of training courses at premium conference venues in Ho Chi Minh City. Insights from the course facilitator, as well as delegates from a wide range of companies and industries, make our public training courses a rich learning and networking experience.<br \/>\nIf you prefer to check the course schedule, please visit this\u00a0<a href=\"\/en\/contact\/\" target=\"_blank\" rel=\"noopener\">link<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Effectively handling and resolving customer complaints is vital to any organisations\u2019 customer service and success. Providing first class customer service.<\/p>\n","protected":false},"author":1,"featured_media":4416,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"rank_math_lock_modified_date":false,"footnotes":""},"categories":[38],"tags":[],"class_list":["post-3376","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-events"],"acf":[],"_links":{"self":[{"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/posts\/3376"}],"collection":[{"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/comments?post=3376"}],"version-history":[{"count":4,"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/posts\/3376\/revisions"}],"predecessor-version":[{"id":4432,"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/posts\/3376\/revisions\/4432"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/media\/4416"}],"wp:attachment":[{"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/media?parent=3376"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/categories?post=3376"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/tags?post=3376"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}