COMPLAINTS MANAGEMENT TRAINING

Complaints management training is crucial to preserving a company’s reputation and maintaining strong customer relationships. The way conflicts are handled can have a significant impact on customers “overall perception of the company.
By resolving conflicts professionally, empathetically and effectively, the company demonstrates its commitment to customer satisfaction and its ability to handle difficult situations tactfully and competently. This strengthens customers” trust in the company, fosters loyalty and can even lead to positive recommendations, thus contributing to a solid reputation and a lasting customer relationship.

TRAINING OBJECTIVES

Handling complaints and claims
Implement tools to improve customer relations
Anticipate and manage complex or exceptional situations with customers
Develop your flexibility and creativity to get out of sticky situations

PROGRAM

1. ANALYZE AND ANTICIPATE CONFLICT
- Identify the different phases of a conflict
- Understanding your interviewer’s needs
- Analyze the most frequent sources of conflict
- Adapting your behavior
2. MANAGE BEHAVIOR
- Distinguish between different types of customer behavior
- Welcoming dissatisfaction
- Recognizing and managing psychological games
- Asserting yourself with serenity
3. STAGES OF CONFLICT RESOLUTION
- Active listening and the art of asking the right questions
- The notion of empathy
- Quickly finding the right solution
- Follow-up to prevent recidivism
4. CONTROL YOUR EMOTIONS
- Better control your emotions in the face of aggression
- Using anchoring and stepping-back techniques
- Practicing assertiveness
- Implement constructive communication

DURATION

1 day

NUMBER OF PARTICIPANTS

12 people maximum

PUBLIC

Anyone dealing with customers

PEDAGOGY

Theoretical contribution
Case studies
Role-playing

LOCATION

On your premises or in a salon of your choice

To find out more about our training program, contact us!

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Who is this training for?

The Complaints Management training course is aimed at anyone working in customer relations, particularly those based in Geneva, Switzerland. It enables them to understand how to welcome and handle complaints, improve customer satisfaction or develop the flexibility and creativity to resolve conflicts.
This training is essential for any company wishing to guarantee a positive customer experience and build lasting relationships with its customers.

What is the aim of this training?

Complaints management training teaches your staff how to welcome and handle customer complaints and claims effectively, transforming tense situations into opportunities to strengthen customer relations.
It aims to put in place practical tools to improve customer relations, thus fostering customer loyalty and satisfaction. It also prepares participants to anticipate and manage any complex or exceptional situation, developing their flexibility and creativity to find innovative solutions and get out of sticky situations.

TRAINING HIGHLIGHTS

Interactive and participative
Debates, role-playing, role-playing…
OPERATIONAL
It combines theory and practice
COUSUE-MAIN
Training is flexible and adaptable to your needs and corporate culture
MULTILINGUAL
This course is available in French, English, Spanish, German and Japanese!
ON-SITE
Our professionals come to your facility
AVAILABLE ON VIDEO
Information on request