Management & Leadership · 5 Days · Public · Al-Khobraa certified · From USD 4,500
Overview
Customer complaints are not always a sign that something is wrong. They can often provide insight into opportunities for improvement. When handled professionally negative experiences can be salvaged and turned into positive ones. Being able to assess and address customer complaints is key to making this happen.
Learning Objectives
Customer complaints are not always a sign that something is wrong. They can often provide insight into opportunities for improvement. When handled professionally negative experiences can be salvaged and turned into positive ones. Being able to assess and address customer complaints is key to making this happen. Research suggests customers will continue doing business with you even after a slip-up provided you are able to resolve their problem. In fact in many cases customer satisfaction is higher after a problem has been effectively resolved than if the problem hadn'st occurred at all. This course equips participants with the skills to handle challenging or difficult situations in a way which will increase customer loyalty creating advocates for your brand.
Who Should Attend
Customer Service Staff
Customer Service Agents
Reception Staff
Administrators Call Handlers
Telemarketers Supervisors
Team Leaders Managers
Customer Service Staff
Customer Service Agents
Reception Staff
Administrators Call Handlers
Telemarketers Supervisors
Team Leaders Managers
Course Outline
Day 1 — Module 1
Why do customers complain? The main causes of customer dissatisfaction. What do dissatisfied customers want? How do they want to be treated? The impact of not dealing with problems effectively.
Module 2
Manage your reactions. How limited thinking can increase difficult conversations. The importance of a positive mental attitude. Changing perspective in the customer's shoes. Re-framing A simple model to use when handling complaints.
Day 2 — Module 3
Manage your emotions. Take the stress out of difficult situation. Reducing negative emotions and accessing positive ones. Techniques to keep confidence high and self-esteem strong.
Module 4
Day 3 — Getting to the root cause. Use questioning skills to…
Module 5
Listen actively. Listening and not hearing. How effective listening can reduce escalations.
Day 4 — Module 6
Build rapport. Understand the role of Transactional Analysis how it helps and hinders. Understand your customers' communication style (Controller Analyst Facilitator Enthusiast).
Module 7
Day 5 — Dealing with the complaint. Your body language voice…
Module 8
Proactive complaints management. Identifying what the causes of complaints are in your business. Looking out for reasons why people might complain and fixing it before it gets to a complaint. Gathering feedback from customers about their overall experience Action planning.
Accreditation
Al-Khobraa certified. On completion delegates receive an Al-Khobraa certificate of achievement.
What do Al-Khobraa management and leadership courses cover?
The portfolio covers KPIs and performance management, strategic planning and execution, Mini MBA programmes, supervisory and first-line management skills, change leadership, decision-making and problem-solving, and executive communication. Sessions are workshop-based, built around delegates’ own organisational challenges.
Who should attend a management and leadership course?
These courses suit team leaders and supervisors, department and functional managers, newly promoted managers moving from technical to leadership roles, senior specialists preparing for management, and executives responsible for strategy or organisational performance.
How long are management and leadership courses, and where are they held?
Most Al-Khobraa management and leadership courses run over 5 days. The exact duration, dates and city for this course are listed in the dates section on this page. Public sessions run across Saudi Arabia — Riyadh, Jeddah, Al-Khobar, Jubail and Yanbu — as well as regional and international venues, with live virtual classrooms available on request.
What certificate will I receive?
Delegates who complete the course receive an Al-Khobraa certificate of completion, issued by a Saudi-registered training provider. Al-Khobraa also delivers internationally accredited programmes; where a course carries an external awarding body such as PMI, CIPS, ILM or IOSH, that body is named on the course's own page.
Can management and leadership training be delivered in-house for our team?
Yes. Any Al-Khobraa management and leadership course can be delivered in-house at your own premises anywhere in Saudi Arabia or the GCC, with the content, dates and language of delivery tailored to your team. Al-Khobraa is an approved HRDF (Hadaf) provider, so eligible Saudi employers can seek training support. Contact us for a quotation.