Improving Your Customer Service And Complaint Management By Training Your Staff To Effectively Handle Difficult Customers
Conference Agenda:
Strategic Complaint Management - Introduction
Strategic Complaint Management Day 1
Strategic Complaint Management Day 2
Strategic Complaint Management Day 3 - Workshops
9:00-12:00 - IMPROVING YOUR CUSTOMER SERVICE AND COMPLAINT MANAGEMENT BY TRAINING YOUR STAFF TO EFFECTIVELY HANDLE DIFFICULT CUSTOMERS
Jack Green, Chief Executive Officer, Entretel
This hands-on workshop will give you practical tools for helping your staff to effectively deal with difficult customers. You will learn how to defuse problem situations and dramatically improve customer relations. The workshop will also examine the strong negative impact that these stressful situations frequently have on the quality of customer service that your employees provide, and will provide a real-world approach to minimizing this effect. Your workshop leader will show you how to alleviate employee stress caused by customer complaints, resulting in improved performance, greater customer satisfaction and a more effective customer contact workforce.
- Coaching staff on how to handle difficult calls and customers
- Pinpointing why a customer may be disproportionately upset in order to handle the situation as effectively as possible
- Teaching staff to adapt their communication styles to connect with each type of caller
- Increasing staff resistance to stressful situations and customer complaints by helping employees understand and manage client reactions
- Helping your staff make the most of a difficult situation
Workshop 2:
1:30-4:30 - BENCHMARKING BEST PRACTICES IN COMPLAINT MANAGEMENT
Pierre-Marc Jasmin, President, Triad Services
This session will explore the complaint management process from A to Z, from initial reception to tracking, assigning responsibility to the right person, resolution, and performance measurement. Attendees will examine best practices for the complaint management cycle, and will learn strategies for benchmarking their resolution methodologies. Participants are asked to come to the workshop armed with the challenges they face within their own organizations, and will receive complaint management questionnaires in the weeks before the workshop to help them prepare for this unique, interactive experience. As well, interactive voting technology will be used to share attendees’ experiences and challenges, and solutions will reached in a discussion led by Mr. Jasmin.
- Identifying and handling different levels of complaints
- The complaint management cycle
- Dissecting the complaint for optimal management
- At the end of the day: Measuring the effectiveness of your complaint management processes
- Building empathy with complaint-makers to build a solution
- The difference between good and optimal complaint resolution
- Listening to complaints and questioning the complainant
Conference Agenda:
Strategic Complaint Management - Introduction
Strategic Complaint Management Day 1
Strategic Complaint Management Day 2
Strategic Complaint Management Day 3 - Workshops
