Handling Customer Complaints
Dealing with angry and difficult customers
By Mr. K L Batra
11 Feb 2012 - JW Marriott, MUMBAI
18 Feb 2012 - The Lalit, DELHI
Introduction
Sharpen your customer service skills and build confidence in your ability to turn an angry complainer into a satisfied – and loyal – customer. This dynamic workshop is designed to help solve customer problems and build goodwill.
Objectives
- Participants will learn the most effective strategies for the following:
• Staying calm and confident when pressure is on
• Dealing with angry or upset internal and external customers
• Focusing on fixing the problem – not placing the blame
• Making empathic responses to customer concerns
• cumulative frustration and stress that are an inherent part of the support professional’s job
Programme Content
• Customer Service Standards and Goals
• The Art of Customer Relations
• Disarming complainers. Helping them feel good about themselves and you
• Empathy or sympathy? The Convincing the customer that you are ready, willing, and able to help them
• Making the customer your “partner” in finding a satisfying solution
• Dealing with the big difference
• Understanding Customer Needs
• Searching for the facts; probing without offending
• Identifying personality types and anticipating their reactions
• Looking at the problem from the customer’s angle
• Developing effective strategies to keep problems from escalating
• How to keep your own reactions under control
• What to do when a customer tunes you out
• When to turn a complaint over to your boss or another department
• Handling Difficult Customers-tough, irate and emotional customers
• What to do to turn down the heat and disarm the difficult types
• Actions to take when the customer is angry
• Strategies that position you as a helper – not an adversary
• How to keep the long winded brief . . . the loud quiet . . . the grumblers happy. . . the abusive polite . . . the angry calm
• Taking Care of Yourself
• Dealing with negativity
• A positive approach to stress
• Leaving work at work
How to Register
• Fees: Rs. 7,500/- +10.3 % service tax per person
• Please write to register@princetonacademy.in / Call -022 66976892
• Mention the name of participant, company, contact details .
• Cheque favouring Princeton Academy Mumbai II Pvt. Ltd. payable at Mumbai.
• Fees includes lunch, tea, course material etc
Timings
9:30 am - 5:30 pm , Registration begins at 9:00 am
Faculty
Mr. K L Batra
• Country head- Chugoku Marine Paints (Singapore) Pte Ltd.• Over 30 years of rich expevrience with companies like Larsen & Toubro, Bajaj group and Asian Paints India Ltd. (As Head of Industrial Paints) –Total Managerial Experience – 35 Years
• Qualifications –
o Bachelor Of Engg. – BHU IT
o MBA ( IIM Kolkata ),On The Roll Of Honour Of IIM Kolkata
• Conducted In Company Training In –
o ACC, Crompton Greaves , Philips, Videocon, Indian Oil, Larsen & Toubro, JWT, Tata Motors & Many Others
• Various International Speaking Assignments.
Register for Seminar
Online Registration form
Contact us
Registered Office Address
Princeton Academy
502 Shalimar Morya Park,Link Road,Andheri [W], Mumbai - 400053. INDIA
Tel: +91 22 66976892 | Fax: 022 26733060
Email: register@princetonacademy.in
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