Complaint Handling

Handling customers complaint is one of the most crucial parts in any business. Face-to-face
encounters can get quite confrontational; and with increasing customers’ demands staff are
becoming more and more exposed to the aggravated customers on daily bases.
The degree of professionalism that we use when handling these customers will either drive
them away or create a loyal customer.

During this 2-days workshop delegates will learn the necessary skills to maintain their calmness
and not take it personally when they must deal with a difficult customer. They'll learn that their
simple customer service skills are a first line of defense.
Delegates will also learn powerful "breakthrough technique" that can be used if the situation
escalates and threatens to get out of hand.

The successful customer service professional will change the angry customer into a positive
strength.

Duration: Two (2) days Language: Arabic/ or English

General Methodology:

Similar to any L2S training program, this program offers an

interactive learning experience in which will allow the delegates to reflect on their
learning through an informative, indulging, and fun classroom experience. The
design of the training session focuses on the following attributes:

• Concrete Experience: The delegates will learn by doing

• Reflective Observation: Reflecting on the newly experienced skill set
• Abstract Conceptualization: Developing deeper understanding to the learned
concepts
• Active Experimentation: providing the delegates with realistic tools that can
be tested in the real life
• Understand why customers complain

• How to effectively communicate with a customer who has a complaint

• How to come to grips with people who tend to complain

• How to use LEAPS Module for success

• The proper ways to deal with an angry customer in an appropriate manner

• Handle more challenging situations professionally and calmly

• Treat complaints as an opportunity to improve

• Control your own responses to keep interactions adult and productive

• Guide the customer's attention toward solving the problem

• Use positive language

• Have the customer make small decisions

Module 1: The Irate Customer

• How Irate customer situations can make you feel

• How most people respond
• “Working with” vs. “handling”
• Things that Really Help

Module 2: Things that Can Make Matters Worse

• Not listening
• Excuses
• Defensiveness
• Quoting policy
• Jargon, abbreviations
• Appropriate Body Language and Words to avoid
• Interpreting Emotions
• Push Pull technique
• Do’s and Don’ts

Module 3: Diffusing Angry Customer by LEAPS Process

• LEAPS: Listen-Empathize-Apologies-Probe- Share Solution

• Video Review
• Role-Plays