Details

---

COMPLAINT MANAGEMENT AND NEGOTIATION IN CUSTOMER SERVICE
Duration: 2 Days
Time: 9:00am to 5:00pm
Lunch Break: 1:00pm to 2:00pm

INTRODUCTION
They scream and shout at you and claim that “customer is always right!” however you know deep down inside that it is not true although customers are always very important to your business.

How do you plan to manage this type of difficult customers and situation then? If you don’t handle them well, you can be almost certain that they will make life difficult for you by bringing their complaints up to your higher management and even highlight them in your company social media site or tell many other people that your customer service is horrible, hence tarnishing your company’s brand reputation.

This program enables you to not only diffuse an angry customer but to help you turn a difficult situation into an amicable one successfully by using effective influencing and negotiation techniques that will lead to “win-win solutions” for all parties.

By focusing on practical applications and incorporate real-life stories and case studies with interactive exercises, participants will learn the importance of effective complaint management that will positively impacts productivity and job satisfaction, hence creating an efficient work environment.

By improving internal and external customer satisfaction levels, businesses will also foster stronger loyalty, positive word-of-mouth recommendations and a trustable brand reputation leading to increased revenue and a competitive advantage in the market.

Join Susan in the “Handling and Negotiating with Problematic Customers” training program and learn how to “win over” difficult customers by using effective influencing and negotiation skills to resolve issues amicably, improve satisfaction and ultimately leading to mutually beneficial agreements that will build stronger relationship with customers.

OBJECTIVES

• Master essential communication skills by understanding 4 types of communication styles
• Understand the importance of effective influencing and negotiation skills.
• Learn techniques to handle and resolve complaints efficiently.
• Gain insights into managing emotions and addressing conflict during the complaint process.
• Acquire the ability to generate win-win solutions and build stronger relationships with customers

LEARNING OUTCOMES / BENEFITS
Upon completion of this program, the participants will be able to:

• Building loyalty and improve customer satisfaction in every interaction.
• Process improvement, increased efficiency and innovation from valuable feedback and insights into areas for improvement within an organization.
• Improved reputation and brand image, customers perceived your company as trustworthy and reliable.
• Identify 4 typical types of customers effectively.
• Apply the 6 laws of Influencing to manage customers better.
• Adopt the 6 Golden Laws of Negotiation
• Identify the 10 typical dirty tricks used by customers
• Differentiate the Needs & Wants of their customers
• Develop a negotiation matrix for effective customer management

KEY CONTENT
Module 1: The 4 Styles in Communication

• The Visionary
• The Nurturer
• The Commander
• The Analyzer

Module 2: The 6 Law of Influencing

• Difference between Convincing & Amp and Influencing
  • The Law of Liking
  • The Law of Authority
  • The Law of Consistency
  • The Law of Scarcity
  • The Law of Social Proof
  • The Extra Law

Module 3: The 6 Golden Principles of A Great Communicator & Amp; Negotiator

• Planning & Amp; Organizing
• Far sighted
• Creativity
• Questioning & AMP; Listening
• Empathizer
• “No means No!’

Module 4: The 10 Most Popular Dirty Tricks used by Customers in Negotiation

• Pre-conditioning
• Body Language & Amp; Environment
• The coach
• Monkey on the back
• Silent treatment
• Being boring
• Nibbling
• Higher authority
• Good cop Bad cop
• Carved in stone

Module 5: The Need & Amp; Wants

• Nego bar
• Needs vs Wants
• Case study on Needs & Amp; Wants

Module 6: The Nego Matrix

• Outcomes in negotiation
• Focus area – Price, Datelines, Quality & Amps; Deliverables
• When negotiation starts
• Never down, always right
• When to say “No”
• Emotional vs Objective

TARGET AUDIENCE

• Customer Service Executive aspiring to become a Team Leader
• Newly promoted Team Leader or Manager who need to learn how to balance between staff and customers issues very often as part of their daily job role.
• Anyone who’s success depends on servicing internal or external customers well.

METHODOLOGY
The method of learning would include:

• Classroom training
• Video presentation
• Small group discussion
• Role play and case studies
• Story sharing and games