Webinar

Mastering Customer Complaint Management

Turning Challenges into Opportunities

On

22nd May 2025

02:00 PM to 05:00 PM

Objectives

Customer complaints are inevitable in any business, but how you handle them can make or break customer loyalty. In this webinar, we'll explore effective strategies, techniques, and tools to manage customer complaints in a way that not only resolves issues but also strengthens relationships with your customers and enhances your brand’s reputation.

 

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

Contents

·  Introduction to Customer Complaint Management

  • Why complaints are a crucial part of customer feedback
  • The impact of unresolved complaints on business
  • The customer complaint lifecycle

·  Understanding Customer Expectations

  • Identifying what customers want when they complain
  • Understanding the emotional aspect of complaints
  • Setting expectations for resolution timelines and outcomes

·  Building an Effective Complaints Handling System

  • Designing a customer-friendly complaint process
  • Creating channels for feedback: phone, email, social media, chat, etc.
  • Training your team on empathy, active listening, and problem-solving
  • Automating responses and escalation protocols for efficiency

·  Key Skills for Handling Complaints Effectively

  • Active listening: How to truly understand the customer’s concern
  • Empathy and communication techniques to de-escalate tense situations
  • How to offer solutions: Making sure the resolution is satisfactory
  • Turning a negative experience into a positive one

·  Tech Tools and Platforms to Help Manage Complaints

  • Using CRM systems and complaint management software
  • Leveraging AI for faster response times (chatbots, automated systems)
  • Collecting data and analyzing trends for continual improvement

·  Turning Complaints into Opportunities

  • How customer feedback can be used to improve products and services
  • Transforming unhappy customers into loyal brand advocates
  • Creating a company culture that views complaints as a growth opportunity

·  Measuring Success

  • Metrics to track complaint handling efficiency
  • Customer satisfaction surveys and feedback loops
  • Analyzing data to identify areas for improvement

·  Q&A Session

  • Open the floor to attendees for questions and discussions

·  Conclusion and Key Takeaways

  • Recap of best practices
  • Encouragement to implement learned strategies
  • Resources and tools for further learning

Pre-requisites

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 –

Fees: Per Person

Rs. 4500/-

USD 81

18% GST is applicable

> Mode of Payment: NEFT /Paytm / Credit Card/ GPAY

> Fees include certificate of participation & Course Material.

*Terms & Conditions apply

Best regards

For GFORD Institute of Management Pvt Ltd

Deepak Kapoor

For Booking seats Email : gfordseminar@outlook.com 

Mob. : 9711114779 / 9315556407

For Query and nominations – 9540012349 only Whatsapp

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