Igniting Workplace Enthusiasm
 
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Wednesday, March 08, 2017

Attitudes for Service and Complaint Resolution

Wednesday, March 08, 2017
09:00 AM - 12:30 PM

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Course Information

 It sounds simple, but successful organizations recognize that customer satisfaction stems from a series of interconnected causes and disciplines, and that customer loyalty drives profitability and growth. This complete experience is what can cause a customer to become a champion for an organization. This seminar begins with taking 100% responsibility for yourself and the attitude you convey. With an attitude of service in place you will be able to explore the variety of causes of complaints, identify ways to neutralize negative attitudes, and follow a process that deals with both the emotional and rational elements of complaints even when dealing with difficult people. Complaints don’t have to be negative experiences all the time. You will work together to create win-win relationships with customers. You will examine root causes of the complaints you receive and create ways to reduce or eliminate them. Finally, you will discover that effectively resolving complaints is actually a way to reduce stress, build relationships, and improve customer loyalty and retention.

 

Objectives:

1. Assess customer service attitudes to set goals for improvement
2. Incorporate the four drivers of customer service to build customer relationships
3. Apply attitude control principles to manage our attitudes
4. Deal with emotional and practical aspects of complaints
5. Use methods to reduce our stress when resolving complaints
6. Implement a consistent process to resolve complaints
7. Reduce the number and type of complaints we receive

 

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Location

1805 East Dyer Road, Suite 109
Santa Ana, California 92705
United States
949-833-3253

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1805 East Dyer Road, Suite 109
Santa Ana, CA 92705, US
P. 949-833-3253
 

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