24 November 2010, - Bayview Hotel

Introduction

This program is designed to help you to deal with customer complaints more effectively; learning ways to change an angry customer to become a happy customer.

Besides identifying and solving customer's complaints and regaining customer's confidence to return to patronise your store, you will also learn how to protect your own self-esteem.

The coverage includes techniques to identify the needs of the customers, negotiating skills and asserting skills in a conflict situation. Importantly, the focus is on how to better manage the customers' emotion and regain customers' confidence besides taking care of the customer's complaints.