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The Next Level: Customer Service Recovery In Complaints-handling
In any performance-oriented and sales-driven industry, no matter how well you treat your clients and customers to the best of your service, there might be times where situations led to misunderstandings, miscommunications and even complaints. What you do is then of paramount importance to respond, react and recover well, so that you can settle the whole situation and even win back the customers. Learn invaluable service recovery in complaint-handling techniques to respond to every time things happened. Let International Master Trainer and Certified Master Customer Service Consultant Joshua Luke, with his professional expertise and years of experience, bring you on a journey to ace your individual performance in this area life and at work now!
Objective
Upon completion of this workshop, you will be imparted with
- Understanding that high level of Customer Excellence & Satisfaction will lead to less complaints
- Knowing what are the common points for customer complaints
- The tools for handling customer complaints efficiently and effectively
- On-the-spot practicum in case studies & discussion with role-playing
Outline
- Introduction to Customer Service Recovery & Complaints-Handling
- What is Customer Service Excellence & Satisfaction?
- Why Do Customers Complain At Times?
- Relationship of Corporate Social Responsibility with Customer Satisfaction
- Handling Customer Complaints: Relationship Management in Decoding Customers I
- Handling Customer Complaints: Relationship Management in Decoding Customers II
- Mastering Customer Service Recovery: The ‘R.E.A.C.T’ Technique
- Case Studies & Role-Playing - A Practical Approach to Let Participants Know How Skills Learnt Can Be Applied
Who should attend
Any Client-Handling Office Personnel who just wants to be equipped with the Service Recovery in Complaints-Handling Skills
Methodology
The workshop will be highly interactive with practicums and role-plays, equipping the participants with skills and knowledge.
Testimonials
"Able to capture audience attention. Very comprehensive and detailed."
SP Services
"I enjoyed the course as it was really helpful. The Coach was engaging & made things interesting for us. It was extremely beneficial."
LTA
I have known Joshua Luke from his wonderful and awe-inspiring trainings. He has a remarkable sense of humour and a great level of energy that made the workshops that he conducted fun and memorable. Apart from this, it was apparent that he deserves to be a trainer because of his expertise and his vibrant yet affable personality.
Zingrill Holdings Pte Ltd
"Joshua Luke’s unique teaching style and charisma during his training demonstrates the importance of social graces, etiquette and communication."
Dental Surgeon
"Joshua Luke is known to possess a personable charisma, passion and professionalism."
Cellini Design Center Pte Ltd
Mr Joshua is an amazing trainer who can adapt to all the different situations. Throughout his training, our participants are totally absorbed into his training and I can see the positive change in many of them after that."
L’ORÉAL Singapore
"Coach Luke is exemplary in stylishly guiding us to reinvent our business and social life. His experiences offer us lessons and tips that help us to create our style!"
President of SWA (Singapore Women’s Association)
SP Services
"I enjoyed the course as it was really helpful. The Coach was engaging & made things interesting for us. It was extremely beneficial."
LTA
I have known Joshua Luke from his wonderful and awe-inspiring trainings. He has a remarkable sense of humour and a great level of energy that made the workshops that he conducted fun and memorable. Apart from this, it was apparent that he deserves to be a trainer because of his expertise and his vibrant yet affable personality.
Zingrill Holdings Pte Ltd
"Joshua Luke’s unique teaching style and charisma during his training demonstrates the importance of social graces, etiquette and communication."
Dental Surgeon
"Joshua Luke is known to possess a personable charisma, passion and professionalism."
Cellini Design Center Pte Ltd
Mr Joshua is an amazing trainer who can adapt to all the different situations. Throughout his training, our participants are totally absorbed into his training and I can see the positive change in many of them after that."
L’ORÉAL Singapore
"Coach Luke is exemplary in stylishly guiding us to reinvent our business and social life. His experiences offer us lessons and tips that help us to create our style!"
President of SWA (Singapore Women’s Association)
Profile of Joshua Luke
Award-winning trainer Joshua is a leading expert in Personal Effectiveness Skills, with extensive experience in training areas such as Personal & Business Effectiveness, Personal & Team Leadership, Team Dynamics & Management, Sales Enhancement Strategies, and Business Etiquette & Image.
He is a certified 'Advanced Body Language Researcher & Trainer' and certified ‘NLP Practitioner’. Joshua also serves as a trainer for the Essential Leadership and Effective Negotiation Skills programs within the Master’s Graduates Programme at Nanyang Technological University's S. Rajaratnam School of International Studies (RSIS, NTU).
Known in the industry as Coach Joshua, he is the producer of the DVD series Transform Yourself Now and the author of several e-book series, including the Empower Me series and Harness The Champion in Me.
Joshua has conducted numerous international training sessions in South Africa, Hong Kong, Thailand, Malaysia, Indonesia, the Philippines, and China, with additional international training events scheduled annually.
