Handling of Complaints and Claims in the Customer Service Department

Details

This course offers a deep dive into strategies and techniques for dealing with complex customer complaints and claims. It emphasizes proactive management, effective communication, conflict resolution, and the importance of learning from complaints to improve service quality.

Target Group

This course is intended for customer service professionals, including Customer Service Managers, Claims Managers, Complaints Handling Officers, and Customer Experience Managers who are looking to advance their skills in handling complaints and claims.

Goals

• Master advanced strategies for effectively managing complex complaints and claims.
• Develop communication skills for handling difficult conversations and customer conflicts.
• Understand and implement techniques for conflict resolution.
• Gain knowledge in the legal and ethical considerations related to handling customer complaints and claims.
• Understand the value of complaints as a tool for improving service delivery.

Target Competencies

• Advanced complaint management
• Conflict resolution
• Communication under difficult circumstances
• Legal and ethical understanding of customer claims
• Service quality improvement

Outlines

Advanced Complaint Management

• Understanding and analyzing complex complaints
• Implementing advanced strategies for managing complaints and claims
• Techniques for investigating and resolving complaints
• The role of policies and procedures in complaint handling
• Case studies in advanced complaint management

Conflict Resolution Techniques

• Understanding the dynamics of conflict in customer service
• Techniques for conflict resolution and negotiation
• Managing difficult conversations with customers
• Role-play exercises in conflict resolution