Customer Complaint Handling
“How to Deal with Customer Complaint & Difficult Situations”
Live Zoom Webinar:
Duration: 1 session x 4 hrs
Time: AM =8:30am-12:30pm | PM =1:30-5:30pm
Schedule 2025: Feb 12 (AM) | Apr 11 (AM) | Jun 20 (PM) | Aug 20 (AM) |
Oct 17 (PM) | Nov 21 (PM)
Live Seminar:
Duration: 1 day x 8 hrs
Time: 9am to 5pm
Schedule 2025: Jan 17 | May 16 | Sep 19 | Dec 17
Course Description
Irate or Anxious Customers come to us because their needs are not met. They provide us with an opportunity to assess and improve our service and customer relationship. This course prepares participants to gracefully deal with difficult or irate customers and handle challenging 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.
Performance Objectives
Upon completion of this workshop, participants should be able to identify common causes of customer complaints, find ways and means to deal with these issues and work with their coworkers or other departments to prevent or resolve customer issues for better customer satisfaction.
Learning Objectives
- Assess the most common customer complaints encountered by customers
- Use helpful techniques in identifying, solving, and troubleshooting customer issues
- Deliver genuine apology on behalf of the organization and manage emotions
- Work with other departments to prevent future complaints & provide solutions for customer concerns
Course Topic Highlights
- Complaint Handling as a Strategic Business Tool
- Levels of Complaints: Surface & Deep Level Message
- Negative Impact of Poor Customer Complaint Handling
- Top 10 Causes of Customer Complaints
- Customer Complaint Assessment
- Working Through Complaints
- Types of Difficult Customers
- Problem Solving Techniques
- Troubleshooting Techniques
- How to Deal with Difficult Customer Situations
- Handling Customer Complaints
- Responding to Complaints on Social Media Platforms
- Delivering a Genuine Apology
- Working with Other Departments to Solve Customer Concerns
- Preventing Future Customer Complaints
Who Should Attend?
Customer Service Representatives, Receptionists and Telephone Handlers, Front-liners, Marketing & Sales Practitioners, Sales Representatives, Store Clerks, Cashiers and all employees who deal directly with customers and want to keep them satisfied.
Rate:
| Webinar: |
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Php2,250 + VAT |
| Seminar: |
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Php4,250 + VAT |
Notes:
- Live Webinars are conducted via Zoom and includes eCertificate of Completion. Printed Certificates may be requested with minimal processing fee of Php100 plus shipping fee.
- Live Seminars will be held at Businessmaker Training Center in PSEC-Tektite, Ortigas Center, Pasig City. Regular Seminars include: Certificate of Completion, Seminar Kit, Meals and Drinks.
- Live Seminars include non-transferable one-time refresher seminar session within one year.
PAYMENT METHODS:
You may pay via check at our office or you may use any of these payment facilities:
Bank Deposit
Bank Account Name: Business Maker Academy, Inc.
Bank Account Numbers:
BPI SA# 4013-0306-64
BDO SA# 000-280-622-422
Landbank CA# 3732114830
Paypal/Credit Card
We accept paypal or credit card payments. If you wish to use this payment method, pls register and click on paypal as your mode of payment. Our representatives will contact you to provide our official paypal link and assist you in processing payment.
Dragonpay
We accept payments via e-wallets, credit card, online banking or over-the-counter payment centers via Dragonpay. Pls register and choose Dragonpay payment method. Our representative will contact and provide you with our Dragonpay link and assist in processing.
Gcash
We accept Gcash payments. Pls register and pay using this QR code.
DON'T FORGET TO CONFIRM YOUR BOOKING
CONFIRM TO ATTEND THE CLASS:
Please send your proof of payment and include your name, course & class date to:
Viber#: (0912) 2231826 or
Email: info@businessmaker-academy.com
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
-J. Promeda, POEC Consultancy