Course Overview
The customer is always right - right? Sometimes there are occasions when the customer is not entirely right, or when their behavior in making a complaint is such that they need to be appropriately managed so that the real issue is dealt with. How often have you, as a customer been on the receiving end of an inappropriate response from someone who has read you or the situation incorrectly? This online version of the course introduces a model to enable you to identify appropriate tactics for managing issues with customers and avoiding potential conflict. On completion of the course, participants will be issued with the TSI Limited Certificate of Course Attendance. It is a testimony of your upgraded skill in managing Conflict and Complaints.
Learning objectives
At the end of this session, participants will be able to:
- Deal with conflict and complaints with sensitivity and maturity;
- Demonstrate confidence and control when dealing with complaints;
- Turn customer complaints into opportunities for repeat and referral business
Lesson 1: Expectation as the Root of All Conflict and Complaints
Managing Business Stakeholders (in graphics)
Conflicts and Complaints (in graphics)
Conflict Situations (in graphics)
Expectations as the Root of All Conflict and Complaints
Unmet Expectation
Using Expectations as a Tool to Prevent Conflict and Complaints
A SMART goal
Basic Skills for Dealing with Conflicts and Complaints
Listening Skills
Pay close attention
Demonstrate physically that you are listening.
Check for understanding
Don’t interrupt!
Respond Appropriately.
Effective Communication Skills
Non-verbal communication
Examples of body language
Lesson 2: Problem Solving Skills
Problem Solving Skills
Using the Five Whys Tool
Interpersonal Skills
Persuasion Skills
Comparison of Features and Benefits
Features and Benefits of Flexible Time Schedules and Telecommuting
Here are some more tips on how to persuade others
Customer Service Skills
Integrity
Communication Styles as Barriers to Dealing with Conflicts and Complaints
The Communication Styles Matrix (Dr. Eileen Russo)
The Direct Communication Style
Tips for Communicating if You Have a Direct Communication Style
Tips for Communicating with People with a Direct Communication Style
Spirited Communication Style
Tips for Communicating if You Have a Spirited Communication Style
Tips for Communicating with People Who Have a Spirited Communication Style
Systematic Communication Style
Tips for Communicating if You Have a Systematic Communication Style
Tips for Communicating with People with a Systematic Communication Style
Considerate Communication Style
Tips for Communicating if You Have a Considerate Communication Style
Tips for Communicating with People Who Have a Considerate Communication Style
Lesson 3: Tools for Dealing with Conflict and Complaints
Tools for Dealing with Conflict and Complaints
Brainstorming
Applying Conflict Styles
Competitive:
Collaborative
Compromising:
Accommodating
Avoiding
The Interest-Based Relational Approach
Turning complaints into opportunities
What to do about complaints