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₱ 3,920.00
Handling Customer Complaints: Understanding and Responding to Different Customer Behavior
Why join the workshop?
A major challenge of any business is when customers complain about their product or service. And with everyone active on social media, complaints are easily magnified, affecting potential customers.
Learning how to handle nearly customer complaints is not just a list of do's and don’ts. It involves truly understanding your customer, having a customer-centric mindset and adopting service quality standards.
Objectives:
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Understand the different service touch points of a customer
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Identify critical steps that affect bottomline in both external and internal customer engagement cycle
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Understand customer behavior drivers, triggers, responses & nature of concerns
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Learn to manage customer relationship dynamics
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Learn how to handle objections & proactively solve customer concerns
Who Should Attend:
The workshop is highly recommended for team leaders, department heads and supervisors, customer service representatives and managers, sales and account executives, sales managers, branch managers, freelance professionals, and entrepreneurs.
Outline:
More specifically, this online workshop will cover the following topics:
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Overview
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The effects of Customer Satisfaction (CSAT) to the bottomline
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Differentiate internal & external customers
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Customer journey process
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Service breakdowns and gaps
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The identified customer
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Decode the true voice of your consumer
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Customer expectations & needs
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Customer centricity mindset & relationship dynamics
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The true role & nature of a CSAT team
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The benefits of having a customer centric organizational culture
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CS alignment to customer’s perceived value
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How managing self equips you to manage others
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Dealing with an unsatisfied customer’s behaviors, drivers, triggers and responses
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Handling three levels of objections & concerns
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Managing customer business drivers, rewards and the recovery process
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Ten steps to delight your customers
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Define service quality, standards, metrics & processes
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Internal customers interdepartmental service level alignment
Program Schedule:
Day 1: 8:30am-11:30am
Day 2: 8:30am-11:30am
Program Fee:
Php 3,920 (Php 3,500 plus 12% VAT)
Course Schedule:
Apr 29 - 30, 2021
Mar 21, 2021
Apr 09, 2021
May 08, 2021
Jun 07, 2021
Jun 21, 2021
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