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How to deal with difficult customers through customer service?

Catalog Area: Sales, customer service and collections

Duration: 08 Hrs.

Modality: online and Face-to-face modality

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OBJECTIVE:

Efficient handling of the ‘customer complaint center’ process based on the norm ISO-10002:2004; “customer satisfaction – directions to deal with complaints”.

BASIC COURSE INFORMATION:

ADDRESSED TO:

Businessmen, business owners, managers, administrators, sales executives and staff on training for this level.

DEVELOPING COMPETENCIES

Business spirit, results focus, continuous improvement, decision.

SYLLABUS

I. STUDYING THE NORM ISO-10002

A. Application Object and Area

B. Norm References

C. Terms and Conditions

D. Communication Channels for Customer Service

E. Politics and Staff Duties

F. Planning and Designing for Complaint Attention Processes

G. Complaints Reception, Attention and Closure

H. Forms, Maintenance and Service Improvement

II. PRACTICE EXERCISES AND PARTICIPANTS EVALUATION