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  • Effective Ways of Handling Complianing Customers in Business

Handling difficult customers either face to face or on the phone can be an intimidating or challenging task especially if it is charged with irrational statements and emotion. Your natural reaction would be to feel defensive and try explaining why the situation occurred. This kind of reaction will only make the situation go worse.

According to research, for every twenty-five customer complaining, only one expresses feelings and thoughts directly to the company that is responsible for the problem. The rest of unhappy customers will not contact you instead will tell others regarding their unpleasant experience. Often, this comes with a compounding effect and there can be hundreds of prospective clients with negative perception about your company but you won't know the damage it can bring to your credibility and losing sales opportunities.

Hence, they need to be handled effectively and get satisfied. This is important for you and your company's success.

In this module you will learn:

1. Anatomy of Complaints (Customer Value Pyramid)

2. Concept of Moment of Truth – Rapport Building

3. The Complaint – How to Control It

4. Solutions to handle different types of difficult customers

5. 4 Golden Sutras of Good Customer Service

6. How to Say No

There will be 2 case studies to connect with the topics.

  • Nothing
  • It is for all those who are in the field of Sales and Customer Service
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  • Section 1 : Introduction 3 Lectures 00:11:50

    • Lecture 1 :
    • Introduction to the course Preview
    • Lecture 2 :
    • Agenda of the Course
    • Lecture 3 :
    • Complaints Gift or Curse?
  • Section 2 : Definition of Complaint and Customer Value Pyramid 2 Lectures 00:18:06

    • Lecture 1 :
    • What is Complaint?
    • Lecture 2 :
    • Customer Value Pyramid Model
  • Section 3 : Moment of Truth ! 2 Lectures 00:22:41

    • Lecture 1 :
    • Concept of Moment of Truth
    • Lecture 2 :
    • Case Study - Poor Customer service - B2B Case
  • Section 4 : Strategies to mitigate customer complaints 2 Lectures 00:04:56

    • Lecture 1 :
    • What should be done to mitigate customer complaints
    • Lecture 2 :
    • LEAF Model of Customer Handling
  • Section 5 : Strategies to Handle various type of complaining customers 1 Lectures 00:00:01

    • Lecture 1 :
    • Solutions to handle various customers
  • Section 6 : 4 Golden Sutras of Efficient Customer Service - P.R.O.S. Model Part 1 2 Lectures 00:09:41

    • Lecture 1 :
    • Golden Sutras - P & R
    • Lecture 2 :
    • Golden Sutras - O & S
  • Section 7 : How to Say 'NO' to customers professionally 1 Lectures 00:10:57

    • Lecture 1 :
    • Strategies to Say No
  • Section 8 : Summary, Quiz and Action Plan 2 Lectures 00:05:03

    • Lecture 1 :
    • Summary
    • Lecture 2 :
    • Action Plan
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Dr. Abhishek Tiwari,

Passion and Quality in work is the key to a successful professional. As a trainer, this is of prime importance to me. A knowledgeable Soft Skills International Trainer having a sound understanding of needed traits for workplace success and a strong ability to train employees in improving those characteristics. A management graduate from Kirloskar Institute of Management with 16 years of total work experience with 10 years in Training & Development. Have served as Regional Training Manager (Delhi) in ICICI Bank Ltd. A renowned International trainer who has also authored couple of books on sales. I have conducted more than 1500 classroom sessions so far and have trained more than 25,000 professionals on various business management topics. On various soft skills and behavioural topics, I have conducted training programs for 215 different companies in 22 different sectors of corporate world in countires like India, Dubai, Oman, Bhutan and Nepal. I am a double PhD. holder and have also done PGDM in Marketing.
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