Handling Clients & Customer Complaints Workshop

Introduction

In this training, we will look at a simplified crash course program which would focus on ways to react with clients, engaging, rapport building and delivering excellent complaint management techniques to combat grievances, effectively.

Course Objectives

At the end of this session, the participants should be able to:

• Explain the importance of having good rapport with clients
• Explain and apply the standards in Egan's Theory
• Demonstrate the understanding of trigger points
• Practice good counter measures in handling complaints

Key Content

Module 1: Handling clients

• Orientation of clients
• Setting the scene
• Creating the first impression
• Building rapport
• Enforcing EGAN's theory

Module 2: Customer complaints & enquiry

• Understanding the complaint/ enquiry
• Identifying trigger points
• Enforcing C.A.R.O.L technique
• Language function
• Re-assessing the situation

Target Audience

Staff who are in commercial service are encouraged to attend to understand effective methods of handling clients and customer complaints.