As a Service Professional, when you can handle customers’ problems independently, you can ensure both your personal growth, promotability and employment while providing a progressive and professional workforce in the organisation. You will need to deploy a variety of tactics in salvaging difficult customer-situations in complaint handling both over the telephone and face-to-face with your important customers.
Upon completion of this workshop, participants will be able to;
Be the professional service provider to demonstrate the “Moments of Truth” each and every time
Delight customers by adding value and exceeding customer expectation through empowerment
Cultivate a telephone voice and ear to enhance telephone interaction and co-operation
Anticipate customer’s feelings and needs to respond with empathy and care
The answer to customer complaints intelligently using the correct service vocabulary and mannerism
Practise effective communication and problem-solving skills to manage complaints effectively
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