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Course DescriptionHandling customer complaints day in and day out is demanding—mentally, emotionally, and physically. It requires resilience, emotional intelligence, and the ability to stay calm under pressure while processing information and finding appropriate solutions to de-escalate problems for the customer. This Advanced Customer Service and Complaint Handling training program is designed to equip professionals with the skills and strategies to manage complex customer issues with confidence, empathy, and professionalism. Participants will learn to handle challenging interactions, understand customer psychology, and ensure resolution consistency.
Performance Objectives
-Upon completion of this workshop, participants will be able to use their emotional strengths for conflict resolution, apply advanced communication techniques to de-escalate challenging situations, and implement best practices for documenting and handover processes to ensure resolution continuity.
Learning Objectives
By the end of this course, the participants shall be able to:
- Analyze emotional & mental skills needed for effective complaint handling
- Identify and relate to the root causes of complaints
- Apply collaborative listening and problem-solving techniques to resolve issues
- Demonstrate communication techniques to de-escalate conflicts and document resolutions
- Maintain consistency in customer service standards during callbacks and handovers
Course Topic Highlights
1. Understanding Yourself & Customer Conflict Resolution
2. Emotional & Mental Strengths to Develop
3. Complaint Handling KPIs We Are Graded On
4. Effects of Good & Bad Customer Conflict Resolution
5. Understanding the Types of Difficult Customers and the Root of Complaints
6. Anatomy of a Complaint
7. First Call Resolution Realities – Removing Bottlenecks
8. Collaborative Listening & Problem-Solving
9. Documenting, Handovers, and Resolutions
10. Customer Complaint Handling Clinic
11. Verbal Communication & De-escalation Techniques
12. Written Communication & Handover for Resolution
13. Consistency in CS standard for Call-backs & Handovers on Unresolved Complaints
Here are the rates:
Webinar Rate
Php4500 +12%VAT = Php5040
Seminar Rate
Php8500 +12%VAT = Php9520
Full details & Registration:
https://businessmaker-academy.com/course-advanced-customer-service-complaint-handling/
For more inquiries, you may contact us at:
Landline: (632) 8687-4645, 8687-3416
Mobile/Viber: (0917) 6372471, (0912) 2231826, (0917) 1357279
Email: [email protected]
www.businessmaker-academy.com
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