In today’s cut throat competition effective customer service to achieve customer delight is the key to differentiate service and ensure customer loyalty however sometimes the customer has a bad service experience and it results in a customer complaint. In this workshop learn how if complaints are handled effectively, they can result in retaining a dissatisfied customer.

Objectives :

• To understand the importance of complaints in customer service
• To understand the cost of mishandling of a complaint
• To develop the right mindset to handle complaints
• To be aware about an effective way of handling complaints
• To develop the necessary skills for handling complaints

Contents :

• Importance of complaints in customer satisfaction
• Looking at complaints from a positive perspective than a negative perspective
• The golden rules for handling complaints
• Using complaints to increase customer loyalty
• Applying skills to handle complaints effectively

Methodology: This day long workshop is highly engaging and interactive. The training methodology includes a mixture of role plays, group discussions, group activities, case discussions, presentations and much more.

Who Should Attend: All customer facing people and customer support staff, anyone who has to deal with complaints whether an individual contributor, junior manager, employees in middle management positions or employees in supervisory roles. All those people who wish to hone their complaint handling skills should attend this workshop.

Faculty: Mr. Manish Khanolkar, is an alumnus of XLRI and has over fifteen years of work and consulting experience across reputed organizations. Since his MBA Mr. Khanolkar has been in the field of Learning & Development and has conducted workshops on Communication, Customer Service, Personal Effectiveness, Team Building, Manager Development and Leadership Development across all levels in numerous organizations. An energetic Toastmaster and a passionate communicator he has trained more than 10,000 people across the country.

Fee: Rs.1888/- per participant (Rs.1600/- plus GST Rs.288/-). Concession for Member 10%, Patron Member 20%. Fee includes course fee, cost of reading material, lunch & refreshment. The cheque may please be drawn in the name of ‘Ahmedabad Management Association.’ If you wish to avail GST Credit, please provide your GST Number. Tax Invoice will be issued on receipt of your GSTN.