Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.
So if they highlight an overpriced, poor, or unreliable product or service, they are not condemning your organization to redundancy, but offering you a great opportunity to fix things so they will stay.
But since the nature of complaints is usually negative, most employees tend to avoid complaints, ignore them and sometimes become aggressive towards those who complain.
As a result, rather than recover the customers in a way that increases their loyalty, they lose them to competitors.
This has costly implications for the organization. And this course is designed to prevent it.
It will help employees develop positive attitude towards complaints, handle them effectively, and be able to turn potential loss of customers into increased loyalty.
Practical and interactive, this course begins with the fundamentals and goes on to arm the participants with the skills, knowledge, and tools needed to manage and respond to complaints in a professional, assertive and calm manner to minimize conflicts and maximize customer satisfaction.
Course Objectives
After completing this course, participants will be able to:
Course Outline
Session 1: Course Overview
Session 2: Nature of Complaints
Session 3: Listening Skills
Session 4: Classification of Complainers
Session 5: Complaint Handling Scenarios
Session 6: Assertive Communication
Session 7: Body Language
Session 8: A Personal Action Plan
Training Information
Delivery: E-learning (interactive, self-paced, and convenient).
How It Works: Using the unique login details we will send, participants simply access our learning portal with their browser and start learning.
Each participant will be in control of their learning pace and so can leverage our built-in concept of scaffolding to boost learning outcome.
Besides, they take the training at their convenience – any time of the day that suits their schedule and as frequently as they like until they finish.
Anywhere in the course a participant stops temporarily, it’s automatically saved so when they resume they continue from there by default.
Duration: Because it's self-paced, participants finish at different times. However, on the average, busy participants finish in 1 week.
Reports: We send reports periodically to your organization until all participants complete their training. For each participant, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Certificate: Each participant receives a certificate of training if course is successfully completed.
Access period: 30 days (can be extended).
Access device: Computer, Smartphone, or Tablet.
Comes with: Course transcripts for reference, and 100% money-back guarantee.
Learning Management & Support: We are usually in touch with every participant to encourage and support them until they finish. This leads to very high course completion rate.
Learning Outcome: On LearnSmart, the learning outcome compares favorably with that of conventional training. This is because of increased level of participation through interactivity and learning-pace control.
Throughout each course, in an interactive manner, there are engaging questions and exercises that help assess the participant’s understanding as they learn. This approach gives concepts their own room to breathe and get digested.
And with control of their learning pace, each participant will have the ability to stop and reflect whenever they want, or return to previously-delivered content, and thus ensure a deeper understanding before continuing. A participant will have the time to digest and integrate information being presented into their existing understanding and context. This is how they make sense of it leading to higher levels of cognitive engagement and higher levels of retention.
For the best learning outcome, we recommend that training be taken in chunks of minutes consistently rather than taking it in a long stretch trying to finish quickly.
How To Enroll
Option 1 (for organizations that want to enroll their employees)
To have employees of your organization enrolled, please send the following to staffelearning@learnsmartglobal.com:
Once we receive the above information, we enroll the employees and send you an invoice.
When payment is received, we activate the course and send each of the employees an email containing their login details and step-by-step guide on how to start training.
Then, we will be sending training reports periodically to your organization on how all the employees are doing. For each employee, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Option 2 (for individuals buying this course for themselves)
Click on "Enroll For This Course”, checkout and make payment with your Visa, Master, or Amex card. You will receive your unique login details by email and start training.
Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.
So if they highlight an overpriced, poor, or unreliable product or service, they are not condemning your organization to redundancy, but offering you a great opportunity to fix things so they will stay.
But since the nature of complaints is usually negative, most employees tend to avoid complaints, ignore them and sometimes become aggressive towards those who complain.
As a result, rather than recover the customers in a way that increases their loyalty, they lose them to competitors.
This has costly implications for the organization. And this course is designed to prevent it.
It will help employees develop positive attitude towards complaints, handle them effectively, and be able to turn potential loss of customers into increased loyalty.
Practical and interactive, this course begins with the fundamentals and goes on to arm the participants with the skills, knowledge, and tools needed to manage and respond to complaints in a professional, assertive and calm manner to minimize conflicts and maximize customer satisfaction.
Course Objectives
After completing this course, participants will be able to:
Course Outline
Session 1: Course Overview
Session 2: Nature of Complaints
Session 3: Listening Skills
Session 4: Classification of Complainers
Session 5: Complaint Handling Scenarios
Session 6: Assertive Communication
Session 7: Body Language
Session 8: A Personal Action Plan
Training Information
Delivery: E-learning (interactive, self-paced, and convenient).
How It Works: Using the unique login details we will send, participants simply access our learning portal with their browser and start learning.
Each participant will be in control of their learning pace and so can leverage our built-in concept of scaffolding to boost learning outcome.
Besides, they take the training at their convenience – any time of the day that suits their schedule and as frequently as they like until they finish.
Anywhere in the course a participant stops temporarily, it’s automatically saved so when they resume they continue from there by default.
Duration: Because it's self-paced, participants finish at different times. However, on the average, busy participants finish in 1 week.
Reports: We send reports periodically to your organization until all participants complete their training. For each participant, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Certificate: Each participant receives a certificate of training if course is successfully completed.
Access period: 30 days (can be extended).
Access device: Computer, Smartphone, or Tablet.
Comes with: Course transcripts for reference, and 100% money-back guarantee.
Learning Management & Support: We are usually in touch with every participant to encourage and support them until they finish. This leads to very high course completion rate.
Learning Outcome: On LearnSmart, the learning outcome compares favorably with that of conventional training. This is because of increased level of participation through interactivity and learning-pace control.
Throughout each course, in an interactive manner, there are engaging questions and exercises that help assess the participant’s understanding as they learn. This approach gives concepts their own room to breathe and get digested.
And with control of their learning pace, each participant will have the ability to stop and reflect whenever they want, or return to previously-delivered content, and thus ensure a deeper understanding before continuing. A participant will have the time to digest and integrate information being presented into their existing understanding and context. This is how they make sense of it leading to higher levels of cognitive engagement and higher levels of retention.
For the best learning outcome, we recommend that training be taken in chunks of minutes consistently rather than taking it in a long stretch trying to finish quickly.
How To Enroll
Option 1 (for organizations that want to enroll their employees)
To have employees of your organization enrolled, please send the following to staffelearning@learnsmartglobal.com:
Once we receive the above information, we enroll the employees and send you an invoice.
When payment is received, we activate the course and send each of the employees an email containing their login details and step-by-step guide on how to start training.
Then, we will be sending training reports periodically to your organization on how all the employees are doing. For each employee, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Option 2 (for individuals buying this course for themselves)
Click on "Enroll For This Course”, checkout and make payment with your Visa, Master, or Amex card. You will receive your unique login details by email and start training.
