Customer Complaint Handling
9th June 2023
02:00 PM to 05:00 PM
Mr. Suresh Gopalaswamy
Visiting Faculty at IIM & Senior Advisor
Organisations spend huge amounts of money on trying to attract new clients. Yet, it is far easier and less costly to retain the ones we already have. Most unhappy customers don’t complain: they just never return. A complaint is a unique opportunity to improve our services and turn someone into a lifelong client.
This practical - engaging course explores what it takes to retain our customers & how the way we handle complaints can impact the quality of our services & overall organisational success.
Driven by the mantra “under promise, over deliver” and using the CLIENT model of complaint handling, we explore how to receive feedback with professionalism and grace, and focus on retaining the customer. We also explore how organisations typically lose customers and how smart organisations retain them.
At the end of this training participants will be able to:
• Identify reasons why a complaint is a gift from the customer to the service provider
• Note what to expect from customers when they make complaints
• Identify how to handle customer complaints
• Learn strategies to redeem when you failed to give customer’s level of expected service
Ü Customer Journey
ü Customer To Advocate
ü Funnel To Flywheel
Ü Customer Expectations
ü What is a Complaint?
ü Identifying A Complaint As A Gift
ü Steps For Handling Customer Complaints Service Recovery Process
ü Handling Difficult Customers
Ü Complaint Prevention
ü Managing Post Purchase Dissonance
ü Developing your Customer Persona
ü Complaint Handling Skills
Profile of Faculty
Mr. Suresh Gopalaswamy - Visiting Faculty at IIM & Senior Advisor
Experience of 20+ years in Behavioral and Functional Training, Profit Centre Operations and Sales & Distribution Management. Have facilitated and coached clients from wide range of industries. Retired from HUL as Senior Manager Channel Operations. Currently operating from Bangalore, Kolkata and Delhi.
Mr. Suresh is Guest Faculty at IIM-C for MDC programs for Senior management as well as ISS probationers. Mr. Gopalaswamy has Diplomas in Management, HR Management, Change management and a certification in Storytelling. Mr. Gopalaswamy’s area of expertise include Sales Management, selling techniques, Business Partner Management, Lead Management, Train the Trainer, Competency Mapping & Development, Business Story Telling, Change Management, Execution Skills among many others.
Mr. Gopalaswamy has a wide Industry/Functional Experience / exposure Sector exposure: Manufacturing, Heavy Engineering, Industrial Products, Automobile, Automobile Parts, Oil and Gas, PSUs, Energy, Electricity Supply, Infrastructure, Paints, Adhesives, FMCG, Consumer Durables, Hospitality, Health Care, Fashion, Music Sales, Appliances, Real Estate, Projects, Telecom, IT, Banking, Jewelry.
You should have good internet connection and good quality headphone/speaker set with Laptop / Desktop.
You should have notepad/pen to note down important points.
How to Register –
18% GST is applicable
> Mode of Payment: NEFT /Paytm / Credit Card/ GPAY
> Fees include certificate of participation & Course Material.
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