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MANAGING COMPLAINTS AND SUGGESTIONS 07 | Gestão
07 | Management
Requirements
No Requirements

Customer complaints should always be handled naturally and welcoming, as simple as they may seem. Sometimes, an apparently
unimportant complaint, with no grounds within company, is very important for the customer and can lead to the loss of the client if it is not
taken seriously.

CONTENTS
OBJECTIVES
Module 1 - Complaints
At the end of this training, trainees will be able to apply - Definition of Complaint
useful methods in dealing and solving complaints; to - Ways of Communicating Complaints
increase the service quality levels, based on efficient - Impact of Complaints on the Company
complaint management; to apply debate and negotiating - Motivation of Customers who Complaint
skills to be used when faced with an unsatisfied customer; - Dissatisfaction Signs in Customers
to improve relation with customers, showing interest in - Assessing Customer Satisfaction
their opinions and suggestions; to achieve good levels of - Ungrounded Complaints
customer returns and loyalty, analyse frequent complaints Module 2 - Efficiency in Resolving Complaints
and getting to know alternative routes to overcome them. - Ability to Manage Emotions
- Stress Management in Situations of Crisis
ADDRESSEES - Identifying Dissatisfaction Signs
- Follow-up of Complaints
Professionals from complaints, customer service, retail - Reduction of a Complaint Response Time
sales, after sales, commercial, reception/information and - Treatment of Information for a Better Customer Service and Satisfaction
administration departments; everyone intending to develop
skills in the area. Module 3 - After Complaint
- The Complaint as an Opportunity for Improvement
- Customer Loyalty after Complaint
- Relation with the Customer

INFORMATION

Hours: 20h
Time: See Training Plan
Material Delivered: Training Support Material
Training: Attendance Required
Regime: Working Hours / Post-Working Hours

METHODOLOGIES

Methodologies used by the trainer will be
expository, demonstrative and/or active, favouring
the latter whenever possible.
This training course includes a practical
component – role playing.

ANGOLA +244 225 400 399 | www.get-ao.com ∙ PORTUGAL +351 244 820 630 | www.get-pt.pt ∙ MOÇAMBIQUE +258 857 367 374 | www.get-mz.com 61