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Wednesday, April 17, 2013

Transforming Customer Complaints into Opportunities

Wednesday, April 17, 2013
03:00 PM - 06:00 PM

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Time ManagementPrice:  $299
Length: 3-hour Live Online Workshop
 
A complaint doesn’t have to be a negative experience. There are two aspects of complaints: the emotional and the logical/rational. Resolving complaints requires dealing with both. By clarifying complaints, lowering anxiety for both parties, using practical guidelines, and applying a process that deals with both the emotional and rational factors, participants can build stronger customer relationships.
 
This 3-hour Live Online workshop provides useful strategies and guidelines for successfully resolving customer complaints. Using the Restore and Retain Equation can help turn a complaint into an opportunity to create a loyal customer. Cross and up selling opportunities can result from a well-handled complaint. Finally, examining root causes of your common complaints can help you find ways to reduce or eliminate them. By effectively resolving complaints you can reduce stress, build relationships, and improve customer loyalty and retention.
 
This workshop will help you:
  • Apply methods to manage emotions and reduce stress when resolving complaints
  • Analyze the root causes of complaints to identify opportunities for strengthening customer relationships
  • Transform complaints into additional sales and service opportunities
  • More outcomes below

 

Location

Online
 

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Online Monday, March 30, 2015
02:00 PM - 05:00 PM
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Online Thursday, April 09, 2015
02:00 PM - 05:00 PM
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Online Monday, April 13, 2015
09:00 AM - 12:00 PM
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Online Friday, May 01, 2015
10:00 AM - 01:00 PM
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Online Thursday, May 14, 2015
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Online Wednesday, May 27, 2015
12:00 PM - 03:00 PM
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Online Monday, June 08, 2015
09:00 AM - 12:00 PM
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Online Tuesday, June 23, 2015
02:00 PM - 05:00 PM
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Online Friday, July 17, 2015
09:00 AM - 12:00 PM
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Online Thursday, July 30, 2015
01:00 PM - 04:00 PM
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Online Wednesday, August 12, 2015
10:00 AM - 01:00 PM
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Online Monday, August 31, 2015
01:00 PM - 04:00 PM
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Who Should Attend

Customer Service, sales representatives, customer and technical support teams, receptionists, and accounts payable personnel. This course is ideal for any client-facing employee.
 

Outline

After this seminar, you will be able to:
  • Transform complaints into additional sales and service opportunities.
  • Use a consistent process to resolve and recover from complaints.
  • Deal with emotional and logical aspects of complaints.
  • Analyze the root causes of complaints to identify opportunities for strengthening customer relationships.
  • Apply methods to manage emotions and reduce stress when resolving complaints.
 

Credits

0.3 CEUs
 

Accreditations

PMI - 3 PDUs
 
 
 

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