Goals
At the end of the training, the participant will be able to:
- understand the stakes of the customer complaint
- apply the fundamental levers of customer satisfaction and loyalty
- implement the steps of claims processing
- better communicate with customers
- detect the needs of the client claiming and analyze them
- avoid pitfalls and apply good practices in his reply letters
- instilling change in internal methods and procedures through complaint tracking
Program
- Know and understand the issues of the customer complaint
- Define the notion of complaint
- Understand the claimant's psychology
- Know the fundamental levers of satisfaction and customer experience
- Know the steps of claims processing
- How to communicate better
- Know how to detect the needs of the client
- Understand cultural differences
- Write a reply mail
- Be a customer ambassador
- Telephone reception
House of Training
7
Rue Alcide de Gasperi Luxembourg
find out about all the networking events and trainings tailored for you!
find out about all the networking events and trainings tailored for you!
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