Superior Customer Service Recovery Masterclass: Handling Angry Customers with Confidence and Care
Introduction
Learning Objectives
Course Contents
About the trainer
Registration
Introduction
Elevate your complaint-handling skills with our comprehensive workshop designed for Customer Service Professionals & complaint-handling teams.
Led by Chantel Botha, expert in Customer Experience (CX), this program offers expert guidance, dynamic learning through real-life scenarios, and a globally recognised certification.
Learn to master conflict resolution, enhance emotional intelligence, and innovate service recovery strategies, turning complaints into opportunities for long-term customer loyalty and satisfaction.
Build resilience and ensure success in high-pressure situations !
Course title : Superior Customer Service Recovery Masterclass – Handling Angry Customers with Confidence and Care
Duration : 2 days
Time : 9.00am to 5:00 pm
Date : 16-17 October 2024
Investment per participant : Rs. 40,000
Investment after HRDC refund (Up to 75%) : Rs. 10,000
Recognition : MQA Approval in progress
Target Audience :
- Customer Service Professionals
- Complaint Handling Teams
- Customer Service consultants tackling escalations
- Call Center Agents
Learning Objectives
- Conflict Resolution Mastery: Develop the skills and techniques to navigate and resolve customer complaints confidently and efficiently. Learn to transform potentially negative interactions into positive outcomes, enhancing customer satisfaction and loyalty.
- Emotional Intelligence in Service: Elevate your ability to understand and manage emotions in yourself and others. Gain insights into the origins of customer anger and distress, and master the art of calming and reassuring customers in crisis, leading to more productive interactions.
- Strategic Communication for Complaint Handling: Acquire advanced communication strategies tailored to de-escalate conflicts, address customer concerns effectively, and convey empathy and understanding, turning challenging conversations into opportunities for brand loyalty.
- Service Recovery and Innovation: Learn how to design and implement innovative service recovery strategies that resolve immediate issues and contribute to long-term customer satisfaction and retention. Master the art of turning service failures into moments of magic.
- Collaborative Problem-Solving Techniques: Harness the power of collaboration to address and solve customer complaints. Work alongside peers from diverse industries to share insights, strategies, and best practices in complaint handling, enriching your approach with a broad spectrum of perspectives.
- Personalized Action Planning: Create a tailored action plan for dealing with complaints and conflicts in your context. Develop a personalized roadmap for enhancing your team’s response to customer dissatisfaction, ensuring readiness and resilience in facing challenges.
- Stress Management and Resilience Building: Strengthen your resilience and stress management skills to remain composed and effective in high-pressure customer service situations. Learn techniques to maintain personal well-being and team morale, even amid challenging customer interactions.
Course Contents
- The 7 Habits of Highly Effective Complaint Handlers
- Sketchnoting for Problem Solving
- Customer Experience as a Competitive Edge
- Navigating Conflict Styles and Complaints
- Crafting the Profile of a Brand Warrior
- Managing Moments of Truth
- Emotional Intelligence in the Heat of the Moment
- The Power of Active Listening
- Introduction to Empathy
- Uncovering Customer Needs
- Personal Styles: Confidence and Charisma
- Transactional Analysis for Customer Service
- The Language of Body in Complaint Handling
- Satisfying Customer Needs in the Moment
- Navigating the Drama Triangle
- Overcoming the 5 Thieves of Service Energy
- The 911 Recipe for Client Care
About the trainer
Chantel Botha is a leading expert in the complex world of customer experience.
With a background in computer science and mathematics, she’s the founder of BrandLove (Sohtua Africa) and the author of “The Customer Journey Mapping Field Guide.”
Her mission is simple yet powerful: to help individuals shine and empower teams to represent their brands with pride and effectiveness.
With over two decades of experience, Chantel has developed a special method that bridges the gap between what a brand promises and what it delivers. She knows that employees are crucial in every customer interaction. So, she has a proven recipe to turn regular employees into exceptional “Brand Warriors” who not only meet but exceed customer expectations
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