Relationship Management in Sales
Our aim in this training is to stop treating customer complaints as matters to be feared, hidden or swept under the rug, and to focus on what needs to be done to handle and resolve complaints like true professionals. We all now know that one of the most vital links with customers is “Effective Customer Complaint Management Processes.” Going beyond procedures, notice boards and internal correspondence, and regardless of whether one is an employee or a first-line manager, the focus topics of this training are how a customer complaint should be handled at all levels, how the process should be managed, and how the complaint can be resolved to create a happy customer. Throughout the training, in addition to providing information, we aim to demonstrate techniques and sharpen skills through practice and scenarios with different examples. “Effective Complaint Management” is not only a practical skill development program that brings participants into the world of customer relations, but also an approach that inspires change in thinking, attitudes and habits.
Training content
- Why Don't We Like Complaints?
- How Can We Cope with This Feeling?
- Techniques for Dealing with Angry Customers
- Your Personal Complaint Policy
- Your Corporate Complaint Policy
- The Importance of Complaints in Today’s Service Approach
- What Can We Do to Build a Habit?
- A Bond of Trust with the Customer? Start
- Documenting Best Practices
At the end of this training, participants
- They will learn not to fear complaints.