The processing of complaints and difficult customers

Course objectives

・ Teach customer-related staff how to act in a crisis situation in the face of a dissatisfied or aggressive client
・ Improve the treatment of client incidents and claims by identifying the causes of their hostilities
・ Adopt verbal and non-verbal behaviors appropriate to context and psychological analysis

Entrance requirements

No admission requirement

Locations

FACT TRAINING CENTER
Rue de la station, 19
B-1300 LIMAL

of in your company...

Required papers for registration

Registration form for individuals - Registration form for company
You have to send this paper by post to Fact Training Center, 19 rue de la Station - 1300 Limal, « to the attention of the reception », or by mail to « reception@factgroup.eu ». Do not forget to enclose the necessary annexes to your registration.

Program

The context of the claim: definitions, typology, legitimacy of the client requesting and personality profile. Avoid escalation and typology of criticism
Client change satisfies the client with dissatisfaction: perceived strengths and weaknesses and promises made
Client profile requesting: definition of satisfied customers, service rendered, lived and felt, concept of quality
Value system, emotions, different personality types and their detections. How to Adapt Our Communication Mode
The gesture of the complaint: listening techniques, questioning, the notion of empathy, argument, negotiation, saying no and ending the controversy

Price

Price per group: €820

We included in our price:
・Coffee/tea
・Collation
・Bottles of water
・Lunch and drink

*VAT-exempt price according to Article 44 of the VAT Code

Further information

Fact Training Center - Service commercial
Rue de la Station 19, 1300 Limal
Phone : 010 418 840
sales@factgroup.be