How to handle complaints

Handling complaints: turn a complaint into an opportunity

You will encounter angry customers in person and on the phone. The way you respond is crucial. By actively listening and engaging in empathetic dialogue, you will turn complaints into opportunities.

Who is it for?

• For everyone who’s in contact with customers, also by phone
• Service staff
• Reception staff

Program:

Part 1: how to prevent aggressive reactions from customers

• New insights in communication
• Handling complaints through mail and phone
• Your approach is crucial: empathy, active listening, taking responsibility, prompt handling, proactivity, etc.

Part 2: how to respond to (verbal and non-verbal) aggression

• Dealing appropriately with customers who behave aggressively in order to obtain a favour
• Calming down an aggressive customer and bringing him to his senses
• Calling your customer to order without being arrogant

Part 3: how to maintain personal motivation when dealing with complaints

• Avoiding personal, emotional impact
• Dealing calmly with aggressive customers
• Maintaining emotional distance and staying motivated