Complaints Handling Training Gold Coast

Complaints Handling Training Gold Coast

 

 

Welcome to CX Training, here to help improve your team’s complaints handling performance.

 

Every business encounters complaints at one stage or another. How you handle these complaints is critical to your reputation: good complaints handling can turn a negative experience into a positive one, leading to respect and loyalty from that customer.

 

CX Training provides complaints handling training that helps you develop and improve your emotional intelligence in terms of self-awareness, self-management, empathy and personal communications. Once you understand both yourself and your customers, we’ll lead you through various communications strategies – the right language, the right questions and the right responses – to confidently handle the situation and find a solution.

 

When you choose CX Training’s Complaints Handling Training Gold Coast training programs, you will add and build upon your existing strategies and tools to help you better understand customers’ emotional needs and the dynamics of complaints handling , so that you can turn a tense situation into a positive customer experience.

 

Our complaints handling training can be tailored to your specific needs, but topics and discussions include:

 

  • Understanding emotional customers
  • Complaints Handling Training
  • Meeting the emotional needs of customers during complaints handling
  • Understanding your own emotions and behaviour when handling complaints
  • Personal emotional discipline during conflict
  • Language for complaints handling
  • Emotional intelligence
  • Knowing when to escalate or back out
  • Bias, assumptions – and how to manage them
  • Questioning skills
  • NLP techniques for conflict management during complaints handling
  • Different types of difficult customers
  • Assertiveness skills
  • Managing expectations
  • The power of choice
  • Alternative complaints handling strategies
  • How to say sorry
  • Accepting responsibility
  • Managing expectations for resolution

 

 

Why CX Training?

 

Your Team, Your Customers, Your CX Training

Our customer service training will be tailored to your unique requirements. We’ll liaise with you to understand your organisation’s goals, your team’s learning styles and preferences, and your overall strategic objectives, to tailor a customer service learning program that delivers the results you need.

 

We Go Deeper Than Just Developing Skills: We Challenge Mindsets To Change Behaviours

Most customer service training providers focus on content and skills. This approach doesn’t lead to true behavioural change because people haven’t been challenged. They hang on to the mindsets and excuses they have always had. At CX Training, we don’t just work off a script, we work off people. We facilitate insightful self-awareness and challenge limiting beliefs and excuses. Then we lay the skills on top, resulting in learning outcomes that stick. If you’re looking for leading Complaints Handling Training Gold Coast and a customer experience coach who challenges you, breaks down your barriers, but still has fun along the way, we have the customer service training for you.

 

We Make It Stick

Bringing about behavioural change often requires more than just a group training session. We would love to support you after any initial training through coaching, leader support, webinars, micro-learning, and follow-up implementation workshops. Experience the difference of our leading professional complaints handling training in the Gold Coast today.

 

Complete the form below for a free strategy consultation, or contact us on [email protected] or 0404 266 174 to discuss your customer experience training needs now.

 

 

CX Training

Customer Experience Training

Understand and deliver customer value and improve your customer experience with our expert consultants. From customer relationship management to customer complaint management, we give you the tools you need to make customer experience your competitive advantage.

Customer Service Training

Good customer service is the backbone of customer loyalty, referrals, growth, and profits. Our customer service training covers everything from building rapport with clients to handling difficult customers. Improve your customer communications and interactions to develop high-trust, high-loyalty customer relationships.

Tailored Sales Training

Our sales training and phone sales training programs equip you with the techniques and strategies to confidently influence potential customers to move through the sales process with you. We focus on sales mindset, sales attributes, sales processes, relationship sales, spin selling, insight selling, and more.

Complaints, Conflict and Difficult Customers

Help your team better understand customers emotional needs and the dynamics of conflict so they can confidently turn a tense situation into a positive customer experience.

Pricing Practies and Skills Workshops

In our pricing practices and skills workshops, you’ll learn pricing techniques and price negotiation skills to assist you in communicating value, building pricing power, understanding price sensitivity, and handling price resistance.

Customer Relationship Training

Our customer relationship management training teaches you the skills required to develop customer relationships that last. Learn everything from rapport building techniques to forging the emotional bonds to keep your customers coming back, staying loyal, buying more, and referring more.

8 reasons customers dont come back

 

 

 

Build a raving, referring customer base.

Eliminate the 8 key reasons that customers don’t come back.

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Contact us on [email protected] or 0404 266 174 to discuss your training needs now.

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Tailored Training and Workshops

Delivering consistently excellent customer experiences can involve a number of different skills and approaches.

 

CX Training has expertise in a broad range of courses and disciplines. We can work with you to develop cohesive in-house customer service training tailored specifically to your needs.

 

Our customer service training workshops can be customised to include the following:

Customer Experience Essentials

Active listening

Body Language

Advanced rapport building skills

Negotiation skills

Communication skills

Dealing with difficult customers

Conflict resolution / dealing with customer dissatisfaction

Professional telephone skills

Rapport building for introverts

Communicating value

Understanding buyer behaviour and client value

Understanding different client types

Customer engagement (responding to initial enquiries)

Relationship sales

Insight / spin selling

Pricing, quoting and money talk

Building high-trust, value-rich client relationships

Customer relationship management

Customer experience essentials – retail

Customer experience essentials – call centres

Customer experience essentials – financial services

Customer experience essentials – professional services

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Mindset

By focusing on mindset, skills, and behaviours, CX Training delivers in-house customer service training that stays with you throughout your professional journey.

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Skills

With a positive receptive mindset, we can then lay the skills on top. We passionately believe that anyone can build and improve their customer-facing and sales skills. While some might seem like ‘naturals’ and others not, everyone can improve with the right training.

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Behaviours

Learning doesn’t stop with skills; people have to apply them and change their behaviours. We work on the practical and psychological issues that help or hinder the confident application of skills.

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For more information on our in-house customer service training, or to book a customer service training workshop, contact us at [email protected] or 0404 266 174 today.