Workshops Provide Practical Tools to Improve Complaint Handling Processes
9:00-noon - Improving Customer Service & Complaint Management By Training Staff Effectively
Jack Green, CEO, 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.
- 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
Jack Green founded Entretel Inc. in 1988. Working with the staff at Entretel, he developed the Telepro® system for call centre performance improvement - a system of standard setting, training, coaching and hiring that has been used effectively by many organizations internationally to enhance call centre staff performance, satisfaction and retention. He has provided training and consulting to major Canadian banks and authored and co-authored a number of articles in a range of periodicals. Recently, his efforts have focused on the development and marketing of a suite of e-learning programs, which have been critically acclaimed and proven to be uniquely effective at improving call centre and customer contact performance.
1:30-4:30 - Preventing Complaints Before They Happen: Best Practices in Workforce Management
Nick de Jong, President, Service Minds Inc.
The old adage "an ounce of prevention is worth a pound of cure" was never more true than as it applies to your customer service staff. Contact centre performance means customer satisfaction, customer loyalty, profitability and competitive edge. It also means implementing effective practices for handling customer issues and complaints, and how to deal with difficult customers. This workshop will examine what satisfaction means to customers and how to put in place proactive workforce management measures that will impact the quality of service delivery and thus prevent complaints.
- Characteristics of a satisfied and unsatisfied customer
- Proper planning in workforce management and impact on service levels
- Factors that should influence the creation of schedules for customer service representatives
- Analysis of call patterns: what to look for
- Mapping out of future patterns in calls received
- Helping employees better handle complaints
- Helping employees better handle difficult customers
Nick de Jong is President of Service Minds Inc. a consulting and training company dedicated to assisting organizations in providing the very best customer service at the lowest cost. He is seasoned professional with over 30 years experience as a manager, consultant and trainer, focused on all the various aspects of service organizations. He is an implementer and trainer of best practices as established by the Information Technology Infrastructure Library (ITIL) and the Help Desk Institute (HDI) Support Centre Certification program. Nick recently assisted the Ontario Revenue Canada Help Desk in becoming the first Canadian Support Center to be certified under the HDI SCC program. Nick believes, “Business is about people”. In a service business, customers still see service as the person who delivers it but it requires balance. The optimum approach, a combination of well thought out technology, well-trained and well-supported people with best in class processes, delivers great service, increases customer satisfaction and minimizes cost.
Please click here to view conference agenda.
Customer Issue & Complaint Management Conference - Introduction
Customer Issue & Complaint Management Conference - Session 1
Customer Issue & Complaint Management Conference - Session 2
Customer Issue & Complaint Management Conference - Session 3
Customer Issue & Complaint Management Conference - Session 4
Customer Issue & Complaint Management Conference - Workshops