Handling Clients & Customer Complaints Workshop

Course Duration: 1 Day

Introduction

In this training, we will look at a simplified crash course program which would focus on ways to react with clients, engaging, rapport building and delivering excellent complaint management techniques to combat grievances, effectively.

Course Objectives

At the end of this session, the participants should be able to:

Explain the importance of having good rapport with clients
Explain and apply the standards in Egan's Theory
Demonstrate the understanding of trigger points
Practice good counter measures in handling complaints

Key Content

Module 1: Handling Clients

Orientation of clients
Setting the scene
Creating the first impression
Building rapport
Enforcing EGAN's theory

Module 2: Customer Complaints & Enquiry

Understanding the complaint/ enquiry
Identifying trigger points
Enforcing C.A.R.O.L technique
Language function
Re-assessing the situation

Target Audience

Staff who are in commercial service are encouraged to attend to understand effective methods of handling clients and customer complaints.

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