Inquirer Academy

₱ 3,920.00

Handling Customer Complaints: Understanding and Responding to Different Customer Behavior

Why join the workshop?

A major challenge of any business is when customers complain about their product or service. And with everyone active on social media, complaints are easily magnified, affecting potential customers.

Learning how to handle nearly customer complaints is not just a list of do's and don’ts. It involves truly understanding your customer, having a customer-centric mindset and adopting service quality standards.

Objectives:

Understand the different service touch points of a customer
Identify critical steps that affect bottomline in both external and internal customer engagement cycle
Understand customer behavior drivers, triggers, responses & nature of concerns
Learn to manage customer relationship dynamics
Learn how to handle objections & proactively solve customer concerns

Who Should Attend:

The workshop is highly recommended for team leaders, department heads and supervisors, customer service representatives and managers, sales and account executives, sales managers, branch managers, freelance professionals, and entrepreneurs.

Outline:

More specifically, this online workshop will cover the following topics:

Overview

The effects of Customer Satisfaction (CSAT) to the bottomline
Differentiate internal & external customers
Customer journey process
Service breakdowns and gaps

The identified customer

Decode the true voice of your consumer
Customer expectations & needs

Customer centricity mindset & relationship dynamics

The true role & nature of a CSAT team
The benefits of having a customer centric organizational culture
CS alignment to customer’s perceived value
How managing self equips you to manage others
Dealing with an unsatisfied customer’s behaviors, drivers, triggers and responses
Handling three levels of objections & concerns

Managing customer business drivers, rewards and the recovery process

Ten steps to delight your customers
Define service quality, standards, metrics & processes
Internal customers interdepartmental service level alignment

Program Schedule:

Day 1: 8:30am-11:30am

Day 2: 8:30am-11:30am

Program Fee:

Php 3,920 (Php 3,500 plus 12% VAT)

Course Schedule:

Apr 29 - 30, 2021

CONTINUING PROFESSIONAL DEVELOPMENT FOR CPAS

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