Complaint Management

No business is immune from having to deal with dissatisfied customers. The aim of managing complaints is to improve customer satisfaction and ensure that some stability is restored with them. Managing complaints is important for ensuring good relationship with your clients.

• Optimise the “customer service” mentality
• Understand the importance and usefulness of complaints
• Optimise the management of complaints at the rational and emotional level

1. Customer service

• The objective
• Customer rights
• Moments of truth
• The consequences (customer satisfaction; better reputation; employee pride in belonging)

2. Complaints management

• The advantage of complaints
• Emotional management of oneself and the client
• Rational management
• Active listening
• Manage rules and exceptions
• Useful formulations

• Support de cours basé sur des concepts du design industriel, de la neuroscience et de la psychologie comportementale
• Outils pédagogiques numérique, pour renforcer le plaisir d’apprentissage et ancrer dans le 4.0: Kahoot, Padlet, Slido, …

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