Managing Complaints and Challenging Situations in Customer Service

Learn how to handle a delicate and tense situation with a client in this training. Understand how to preserve the relationship and restore trust.

Upcoming sessions

Show all sessions
  • Duration: 1 day
  • Regular price: $485
  • Preferential price: $415

Course outline

Duration : 1 day

Prerequisites

None

Audience

For all

Objectives

  • Transform communications with your customers into pleasant memories for them and for you.
  • Deal with tough situations in a way that makes everyone happy.
  • Defuse killer comments with words that restore hope.
  • Specify concrete ways to improve your customer relationships.
  • Counter escalating feelings that follow rejection.
Teaching method

Lectures, demonstrations, guided exercises, case study

Contents

The service relationship
  • The three aspects of a customer relationship.
  • The cycle and stages of a customer relationship.
  • The limitations of customer service.
The dissatisfied customer
  • When unmet needs cause pressure to build.
  • The stages of escalating feelings.
  • Obtaining the customer’s help.
Response techniques
  • Saying no and maintaining the customer relationship.
  • Regaining control of a customer relationship.
  • Responding to killer comments.

Surround yourself with the best

Marie-Claude Brodeur
Marie-Claude Brodeur
Trainer and Human Resources Consultant
After 25 years in human resources at manufacturing companies large and small, Marie-Claude Brodeur now shares her expertise in the various aspects of human resources management. Her experience has allowed her to gain knowledge about evaluating the function of HR, revising HR processes, managing working relationships, skills development, and the full range of HR responsibilities. Marie-Claude Brodeur holds an MBA degree in innovation and strategy.
Zaida Bibiana Mangones Matos
Zaida Bibiana Mangones Matos
Trainer
Zaida is a dynamic and highly qualified trilingual trainer, facilitator and coach that is considered as catalyst for individual and collective transformational processes. Not only is she graduated as a certified coach from the Edgenda/Mozaik Coaching School, but she also holds a major in career development (UQAM), a 2nd cycle university degree in epidemiology and an undergraduate medical doctorate from outside of Quebec. She is known for positive energy, her systemic vision, the quality of her presence and her ability to create bonds of trust.
Kathleen Sears
Kathleen Sears
Trainer, Coach, Leadership Consultant
A trainer, coach, and senior consultant for over 20 years, Kathleen Sears has solid experience in the implementation and delivery of training programs and as a training and organizational development coach. As a bilingual trainer at AFI Expertise, she has trained several thousand people primarily in management skills development, leadership, communication, and customer service.
Manon Blondin
Manon Blondin
Trainer
Passionate and dynamic, Manon Blondin works as a consultant in the field of management and change through coaching, training, conferences, strategic consulting and communication. She is a member of the Order of Chartered Human Resources Advisors (CRHA) and the International Federation of COaches of Quebec (ICF), where she obtained her PCC certification.
Maria Mikulowicz
Maria Mikulowicz
Trainer
As a trainer, coach and senior advisor for more than 25 years, Maria has a solid experience, both in terms of implementation and dissemination of training programs, as well as a coach in training and organizational development. As a bilingual trainer at AFI Expertise, she has trained several thousand people, mainly in the fields of management skills, leadership, communication and customer services. Maria has led mandates at both tactical and strategic levels: management teams, operations and frontline personnel.
Florence Jacob
Florence Jacob
Trainer
As a holder of a double bachelor's and master's degree in management from HEC Montréal, Florence has accumulated nearly 10 years of experience as a consultant and specialist in organizational development. Her career in parapublic, public and private organizations has allowed her to perfect her expertise in coaching and leader development. Promoting knowledge sharing and managerial skills transferring is at the heart of her approaches as a consultant. Florence is known as a committed partner. Her support type is dynamic, structured and oriented towards an opened and transparent communication.
Janet Lough
Janet Lough
Trainer
Janet Lough is a skilled, dynamic, authentic trainer, facilitator, and bilingual coach. She has over 25 years of knowledge and experience in management, training, communication, operations, strategy, and leadership in the non-profit sector and in entrepreneurship. This enables her to better understand her client’s business reality.