All in One Offer! | Access Unlimited Courses in any category starting at just $29. Offer Ends in:

Browse Library

  • Business Solutions
  • Become an Instructor
  • 0
    Shopping Cart

    Your Cart is empty. Keep shopping to find a course!

    Browse Courses
Get Unlimited Learning Access
$29
6 days left at this price!
30-Day Money-Back Guarantee

This plan includes

  • Instant access to 11,000+ online courses
  • Play & Pause Course Videos
  • HD Video Recorded Lectures
  • Learn on Mobile/PC/Tablet
  • Quizzes and Real Projects
  • Lifetime Course Certificate
  • Instructor Chat Support
  • Cancel Plan Anytime
Subscribe to Learnfly’s top courses
Get this course, plus 11,000+ of our top-rated courses for one year with Go Annually Plan.
$348 $244 a year Save 30%
6 days left at this price!
30-Day Money-Back Guarantee

This plan includes

  • Instant access to 11,000+ online courses
  • Play & Pause Course Videos
  • HD Video Recorded Lectures
  • Learn on Mobile/PC/Tablet
  • Quizzes and Real Projects
  • Lifetime Course Certificate
  • Instructor Chat Support
  • Cancel Plan Anytime
$29
$244
  • 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
View More...
  • 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
  • How do i access the course after purchase?

    It's simple. When you sign up, you'll immediately have unlimited viewing of thousands of expert courses, paths to guide your learning, tools to measure your skills and hands-on resources like exercise files. There’s no limit on what you can learn and you can cancel at any time.
  • Are these video based online self-learning courses?

    Yes. All of the courses comes with online video based lectures created by certified instructors. Instructors have crafted these courses with a blend of high quality interactive videos, lectures, quizzes & real world projects to give you an indepth knowledge about the topic.
  • Can i play & pause the course as per my convenience?

    Yes absolutely & thats one of the advantage of self-paced courses. You can anytime pause or resume the course & come back & forth from one lecture to another lecture, play the videos mulitple times & so on.
  • How do i contact the instructor for any doubts or questions?

    Most of these courses have general questions & answers already covered within the course lectures. However, if you need any further help from the instructor, you can use the inbuilt Chat with Instructor option to send a message to an instructor & they will reply you within 24 hours. You can ask as many questions as you want.
  • Do i need a pc to access the course or can i do it on mobile & tablet as well?

    Brilliant question? Isn't it? You can access the courses on any device like PC, Mobile, Tablet & even on a smart tv. For mobile & a tablet you can download the Learnfly android or an iOS app. If mobile app is not available in your country, you can access the course directly by visting our website, its fully mobile friendly.
  • Do i get any certificate for the courses?

    Yes. Once you complete any course on our platform along with provided assessments by the instructor, you will be eligble to get certificate of course completion.
  • For how long can i access my course on the platform?

    You require an active subscription to access courses on our platform. If your subscription is active, you can access any course on our platform with no restrictions.
  • Is there any free trial?

    Currently, we do not offer any free trial.
  • Can i cancel anytime?

    Yes, you can cancel your subscription at any time. Your subscription will auto-renew until you cancel, but why would you want to?

223709 Course Views

4 Courses

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.
View More...
  • Unmatched Variety and Value!
    Learnfly's monthly subscription offers unlimited access to a vast range of courses. Affordable pricing, compared to competitors, makes it the ultimate choice for continuous learning.
    Jessica M.

    4.7

    JM
  • Top-Notch Quality, Affordable Rates!
    High-quality courses with certified instructors make Learnfly stand out. The affordable pricing is a game-changer for those seeking premium education.
    Alex P.

    4.5

    AP
  • Certified Excellence Every Time!
    Learnfly's courses, taught by certified instructors, ensure top-notch learning experiences. The course completion certificates add significant value to one's skill set.
    Sarah R.

    4.3

    SR
  • Round-the-Clock Support!
    Learnfly goes the extra mile with 24/7 course support. Their dedication to helping students succeed is commendable.
    Ryan K.

    4.1

    RK
  • Learn Anywhere, Anytime!
    Whether on mobile, PC, or tablet, Learnfly's platform offers flexibility. Learning on the go has never been easier.
    Emily S.

    4.7

    ES
  • Job-Ready Skills!
    Learnfly's job-oriented courses equip learners with practical skills for the workplace. An investment in career growth!
    Jake M.

    4.2

    JM
  • Budget-Friendly Brilliance!
    Learnfly's pricing is a steal for the quality and variety of courses offered. Quality education without breaking the bank.
    Olivia T.

    4.5

    OT
  • Instructor Excellence Unleashed!
    Learn from the best with Learnfly's certified instructors. The platform ensures that knowledge is imparted by industry experts.
    Daniel L.

    4.0

    DL
  • Achievement Unlocked!
    Learnfly not only offers courses but also recognizes your efforts with course completion certificates. A sense of accomplishment with every course finished.
    Maya H.

    4.6

    MH
  • Learning Revolution!
    Learnfly's platform is a revolution in education. Access to unlimited courses at affordable rates is a game-changer.
    Ethan W.

    4.7

    EW
  • business-writing-and-technical-english-arabic-enabled

    Business Writing and Technical Engl...

    By : Ibrahim Al-Tirhi Al-Tirhi

    Lectures 19 Intermedite 1:13:49
  • practical-business-analysis-part-1-2019-real-stuff-no-faff

    Practical Business Analysis - Part ...

    By : Pardha Mantravadi

    Lectures 28 Intermedite 2:13:1
  • success-tips-training-for-scrum-master-certifications

    Success Tips: Training for Scrum Ma...

    By : Jimmy Mathew

    Lectures 7 Intermedite 0:54:19

Students learning on Learnfly works with Fortune 500 companies around the globe.

Sign Up & Start Learning
By signing up, you agree to our Terms of Use and Privacy Policy
Reset Password
Enter your email address and we'll send you a link to reset your password.