Personnel in contact with the client in positions of Administration, Reception and Information.
- Learn to handle situations motivated by complaints and claims in different situations.
- You will be taught the most common causes that motivate complaints and how to resolve them based on the reason for the complaint.
- Analysis and measurement of the reasons for customer dissatisfaction.
- Managing the situation optimally and focused on obtaining the best results for the best service.
Personalized
Expertise
Practical
Face-to-face
1. Orient the management of the company towards the client
2. How to achieve customer satisfaction.
3. Measure satisfaction.
4. The absence of claims does not imply the absence of clients.
5. Dissatisfied customer behaviour.
6. The new speaker: internet.
7. Claims What are they for?
8. Who has to deal with complaints and claims?
9. Staff attitude towards a complaint.
10. Personalized treatment: the manager's call.
11. How to turn a complaint into a loyal customer.
12. Consolidation.
13. Quality in customer service.
14. Communication as a key in the management of complaints and claims.
15. Persuasive communication techniques in 'telephone contact' and 'face to face'.
*The syllabus of the courses can be adapted to the needs of the client.
Person in charge of the treatment: CALL CENTER CONSULTING S.L
Purpose: To manage and attend to your requests for information.
Rights: You can exercise your rights of Access, Rectification, Portability, Limitation of processing, Suppression or, where appropriate, Opposition, as indicated in the Privacy Policy.
Person in charge of the treatment: CALL CENTER CONSULTING S.L
Purpose: To manage and attend to your requests for information.
Rights: You can exercise your rights of Access, Rectification, Portability, Limitation of processing, Suppression or, where appropriate, Opposition, as indicated in the Privacy Policy.