CORPORATE
COMUNICAÇÃO

Gerenciamento de reclamação de clientes 1 e 2


CUSTOMER COMPLAINTS MANAGEMENT 1

Greeting and introduction to the topic

Introduction trainer, agenda, topic

Introduction and participants’ expectations

Some facts and figures, and relevance to participants’ daily work through asking about typical complaint scenarios

Communication models for Complaints Management

Role plays: Negative and positive examples

Iceberg model

Communication Square, by Schulz von Thun

Tools for handling complaints

Overview of the key tools

Steps in customer complaints management

Questioning techniques

Solution orientation

Solution and customer orientation

Concept

Compensation – “What can we offer the customer?”

“May I suggest“ and getting “OK” from the customer

Role plays: Dissatisfied customer, customer service manager, observer

Seminar close

CUSTOMER COMPLAINTS MANAGEMENT 2

Introduction

Introduction of the trainer, agenda, topic

Personal experiences: Reasons for complaints and options for handling

Refresher: What constitutes good complaints management?

Voice and speaking skills when on the phone with customers – inbound

My voice: My audible appearance

Exercise for voice training: Enunciation – modulation – tone

My language: Using well-considered and assuring words

Practical examples

The psychology of complaints behavior

Complainer types – distinctions

Typical behavior patterns

Exercise: Recognizing complainer types and responding accordingly

Strategies in borderline cases

Professionalism when faced with impossible demands and customers who reject solutions offered

Dealing with your own stress – “first aid box”

Managing written complaints

Characteristics: Formal and emotional aspects

Methodology for customer-oriented correspondence

Practical example: Drafting a written reply

Seminar close

Summary

Further materials

Feedback

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