05Days18Hrs13Mins22Secs
Apr 08 2025

Turning Complaints into Opportunities: Managing Difficult Customers(Apr. 8-10) In-person

  • 9:00am
  • National Banking College

Background

Receiving a complaint about a product or service you have provided can be disappointing and challenging. However, customer complaints can also provide an opportunity for learning and growing. Complaints can also help you to identify and remedy knowledge and service gaps within your business. They also offer opportunities to build relationships with consumers. This training is designed to turn customer complaints into opportunities.

Programme Objectives

  • Identify their approach towards difficult customers
  • Discuss the use a customer centric approach
  • Discuss the different types of customers
  • Discuss ways of convert the difficult and challenging customers into successful ones
  • Learn to be a proactive listener and gauge the understanding by using listening skills
  • Discuss how to build credibility in their body language and language skills
  • Introduce way of empathizing with the customer and understand his requirements

Course Outline

Understand different customers and their Needs
Create Trust Credibility & Respect
Build the Right Attitude vs stress management
Build Rapport and connect with the customer
Listening, Communication and Non-Verbal Communication Skills
Dealing with Difficult Customers
Handling Customer Complaints

Target Group

  • For supervisors and entry-level employees handling customer complaints effectively.

CostN/A

To register, contact the programmes secretariat now !

+233 (0) 302 760006