What is the difference between a complaint and a claim? What legal or internal company guidelines regulate the handling of complaints? How can sales staff use a complaint to increase customer loyalty?
Participants learn how to deal professionally with their own emotions and those of customers. They develop ways of responding to complaints in a customer-orientated manner and apply de-escalating conversation techniques in difficult situations.
Duration
- 1 day
Participants
- Employees + managers
Contents
- Legal basis, deadlines + rules
- internal CLINTON regulations
- Complaints as an opportunity for customer loyalty
- Customer orientation in the complaints and claims process
- Customer- and solution-orientated communication
- Dealing with difficult situations + difficult customers
- Options for de-escalation
- Handling of exchanges + complaints at the checkout