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How to Turn Complaints into Opportunities
- Achieving exceptional customer service by identifying customer needs and engaging them.
The workshop will help participants to appreciate the importance of delivering exceptional customer service through focusing on feedback and capitalizing on complaints. Participants will learn the meaning of exceptional service, identify the barriers to delivering exceptional service and learn to adapt to specific types of customers and their expectations Through case studies, video presentation and discussion, participants will be introduced to the principles of exceptional customer service and how to gain valuable feedback from complaints. The programme will also help them to identify customer satisfaction levels and how to gain their loyalty through engagement. They will also be introduced to techniques for dealing with angry customers and develop a personal action plan to enhance customer service levels.
The workshop will help participants to appreciate the importance of delivering exceptional customer service through focusing on feedback and capitalizing on complaints. Participants will learn the meaning of exceptional service, identify the barriers to delivering exceptional service and learn to adapt to specific types of customers and their expectations Through case studies, video presentation and discussion, participants will be introduced to the principles of exceptional customer service and how to gain valuable feedback from complaints. The programme will also help them to identify customer satisfaction levels and how to gain their loyalty through engagement. They will also be introduced to techniques for dealing with angry customers and develop a personal action plan to enhance customer service levels.
Objective
- To identify our internal and external customers and their needs
- To know how improve product and service standards through feedback and complaints
- To recognise the importance of following up on disgruntled customers to maintain loyalty
- To apply the principles of exceptional customer service and develop an action plan
Outline
- Identifying Your Specific Customers
- Identifying Customer Needs (Group and individual exercise)
- Video - 'The Invisible Customer’ Strategies for identifying and working with customers
- The angry customer - Know the cost of customer complaints on present and future sales
- How to manage and react to negative situations and learn from the experience
- Dealing effectively with complaints from internal and external customers
- Gaining valuable feedback from complaints and using the feedback to improve service
- How to engage complainants at the individual and organizational level (Case studies)
- How to follow up on the disgruntled customer to reestablish relations and ensure loyalty
- Using complaints about product quality, functionality or service standards to improve
- Qualities of an exceptional service provider (Case studies)
- Summary of key learning points followed by Q&A
- Action plan for Better Responses to Customer Complaints (Personal goal setting)
Who should attend
Anyone who needs to serve internal and external customers and manage expectations
Methodology
- Power Point Presentation
- Small Group Discussions and individual sharing
- Analysis of given scenarios and Case studies and Videos
Profile of Daniel Theyagu
• Accredited ICAgile Authorized Instructor
• Certified Lean Six Sigma (Master Black Belt)
• Certified Professional Project Manager [PMI]
• Certified Advanced SCRUM Master [Scrum Alliance] [CSM]
• Certified SCRUM Master [Scrum Alliance] [A-CSM]
• Certified Product SCRUM Product Owner [CSPO]
• Certified Advanced SCRUM Product Owner [A-CSPO]
• Certified Agile Leader [teams and organisations] [CAL-E.T.O]
• Certified SAFe (5) Agilist
• Certified SAFe Lean Portfolio Manager
• Certified SAFe DevOps
• Certified ICAgile Coach
• Certified ICAgile Professional
• Certified ICAgile Team Facilitator
• Certified ICAgile-CAT
• Certified ICAgile-LEA
• Certified Project Management Professional
• Certified Business Analytics Specialist [GICT]
• Certified Critical Thinking and Research Analyst [GAQM]
• Certified Problem and Change Manager [GAQM]
• Certificate in System Thinking [MIT]
• Executive Certificate in Design Thinking [SMU]
• Certified Behavioural and Career Coach [DISC profiling]
• Certified Advanced Behavioural Specialist [DISC profiling]
• Certified The Big Five®Personality Profile Coach
• Certified Emotional Intelligence Facilitator
• Certified Genos™International Emotional Intelligence Coach
• Certified Enneagram Spectrum Practitioner and Coach
• Certified Stress Management Consultant
• Certified Practitioner in Data Protection
• LEGO® Serious Play – Certified Facilitator
• Licensed Master Practitioner of NLP®
• Licensed NLP® Coach
• Certified Applied Neuroscience Coach
• Certified Train-the-trainer in Design Leadership and Design Thinking [SMU]
• ACTA – certified trainer (Singapore)
• Associate Adult Educator (Singapore) [IAL]
• Bachelor of Laws (Hon) University of Buckingham (UK)
• Master in Education, University of Sheffield (UK)
• Diploma in English, University of London (UK)
• Graduate Diploma in Communication and Innovation [SMU]
Daniel Theyagu is a professional corporate trainer in Thinking Strategies, Agile Project Management, Lean Methodologies and Personal Productivity. He is a professional Neuroscience Coach and is an authorized trainer in ICAgile certifications. With a track record of 32 years in training and development, Daniel has trained more than 1000 companies internationally. His participants come from more than 100 countries and range from C-Suite to frontline officers in both the public and private sector. Known for his light-hearted and humorous approach to training, Daniel incorporates many hands-on activities to keep his participants actively engaged in the training. Through the generous use of tactile learning, Daniel is able to impart the most difficult concept succinctly with participants able to see the returns on investment within a short time.
