Customer Complaint Handling

“How to Deal with Difficult Customers & Situations”

Venue:  Suite 1503A, West Tower, Philippine Stock Exchange Bldg., Exchange Road, Ortigas Center, Pasig City
Schedule 2019: Jun 18 | Aug 22 | Oct 3 | Dec 5
Course Description
Irate Customers come to us because their needs are not met. They provide us an opportunity to assess and improve our service and customer relationship. This workshop prepares you to gracefully deal with difficult or irate customers and handle difficult situations. It provides guidelines and practice scenarios for common customer complaints. Moreover, it helps you create a system for emergencies as well as spiels for your most common customer concerns. Learn to turn customer complaints into customer relationship-building opportunities.
What you'll learn
  • To understand customer conflict resolution
  • To identify problematic customer touch-points and find solutions
  • To hone our interpersonal skills for better customer relations
  • To learn effective spiels and words to pacify customers
Course Highlights
  1. Your Role as a Customer Service Provider
  2. Understanding Conflicts
  3. Customer Needs & Issues
  4. Identifying & Assessing Customer Touch-points
  5. Types of Difficult Customers
  6. Categories for Difficult Situations
  7. Conflict Resolution Approaches
  8. Five-Step System for Customer Complaints
  9. Building Trust and Maintaining the Relationship
  10. Listening Skills and Techniques
  11. Effective Spiels for Pacifying Clients
  12. Turning Customer Complaints into Sales
Who Should Attend?
Customer Service Representatives, Sales Representatives, Receptionists and Telephone Handlers, Front-liners, Store Clerks, Cashiers, Marketing & Sales Practitioners, and all employees who deal directly with customers and want to keep them.
Rates and Discounts
Early Bird Rate Regular Rate
Php3,500 +VAT per pax
Php3,800+VAT per pax
Notes
  • Seminar is inclusive of handout, Certificate of Completion, Lunch, Snacks & Drinks.
  • Plus: Free 1 time refresher session within 1 year (with minimal fee = Php500/day for food & handout)
  • Registration Required. Seminar schedule may change without prior notice.
  • Early Bird Rate is applicable for payments made 8 days before the seminar date.
  • Bring-a-friend promo is not applicable with other promos.
  • Pay Parking is available on a first-come, first-served basis
  • Please read our cancellation and refund policy.
How to Enroll in 3 Easy Steps

1

Choose Your Seminar(s)
Book a slot thru:
>Online Registration
>Download Registration Form
>Visit our Office
>Phone Booking at
Tel#: (632) 8687-4445 | 8687-4645
Cel / Viber: (0917) 8643416

2

Remit Payment
You may settle payment:
>at our office
>via Paypal
>via Bank Deposit:
Savings Account Name:
Business Maker Academy, Inc.
BPI SA Acct#: 4013-0306-64
BDO SA Acct#: 000-280-622-422

3

Confirm & Attend
Please send deposit slip with your name and course via:
Fax#: 8687-4445 loc. 814
Viber#: (0917) 8643416
Email: info@businessmaker-academy.com
Bring deposit slip or receipt on your class day

Important Note: Business Maker Academy Inc. is a VAT-registered company. TIN# 223-672-691-000 VAT. For zero rated or VAT exempt companies, please include your Certificate of Exemption. Provide Form 2307 or Certificate of Tax Withheld if payment done with tax withheld. Please withhold only 2% as we are classified as suppliers or contractors of service.All bank payments should be directly deposited to our official company bank accounts only under account name: Business Maker Academy, Inc. Please be advised that no other individual/personal bank account is authorized to collect payment on behalf of the company..
Customer Reviews
“Everything I learned today will surely be put into practice. Thank you, BMA, for sharing us something we can apply not just in work but in everyday life.”!
-J. Promeda, POEC Consultancy
Customers who attended this course also enrolled in:
Customer Service Excellence
Proactive Sales & Marketing
Telemarketing
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