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Friday, May 24, 2013

Transforming Customer Complaints into Opportunities

Friday, May 24, 2013
10:00 AM - 01:00 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, emotional and rational, so resolving them 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 even stronger customer relationships.
 
This three-hour Live Online workshop is a must-attend for customer service professionals, providing useful strategies and guidelines for successfully resolving customer complaints. Using the Recovery Formula you can help turn a complaint into an opportunity to create a loyal customer. In addition, you'll discover how easily cross and up selling opportunities can result from a well handled complaint.
 
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, August 25, 2014
02:00 PM - 05:00 PM
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Online Thursday, September 18, 2014
10:00 AM - 01:00 PM
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Online Monday, September 29, 2014
01:00 PM - 04:00 PM
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Online Wednesday, October 15, 2014
12:00 PM - 03:00 PM
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Online Tuesday, October 28, 2014
03:00 PM - 06:00 PM
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Online Friday, November 14, 2014
01:00 PM - 04:00 PM
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Online Monday, November 24, 2014
11:00 AM - 02:00 PM
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Online Thursday, December 11, 2014
01:00 PM - 04:00 PM
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Online Tuesday, December 23, 2014
09:00 AM - 12:00 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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