Igniting Workplace Enthusiasm

Thursday, June 20, 2013

Transforming Customer Complaints into Opportunities

Thursday, June 20, 2013
02:00 PM - 05:00 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 provides useful strategies and guidelines for successfully resolving customer complaints. Using the Recovery Formula 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.




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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.


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.
This program is one of the most engaging interactive Live Online courses available today. Trainers involve you from the moment the class begins, and keep you involved, collaborating, practicing and learning as if you were in a physical classroom.
This is NOT a typical webinar but a LIVE ONLINE learning forum facilitated by Dale Carnegie certified trainers using our effective, time-honored techniques.




3 PDU's - 3 hours

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