"If that's the way it's going to be, then I want to speak to the Manager!"

 Not easy to respond to a customer complaint when we are not prepared for it, especially, to keep control of the situation when we manage complaints as they arise on a case by case basis, with no strategy in place, no methods, no tools and no indicators.

During this training, the participants will be guided, step by step, to build, structure and provide the departments of Customer Service, Customer Claims or After Sales Service with tools - in the context of the adopted strategy.

Customer complaints can be transformed into opportunities to finalize the offer to the client, develop new products or services, etc.

Business Managers and any delegated person in charge of recruitment, integration and management of the workers of the generation Y.

• Establish the markers to be considered in order to elaborate the customer satisfaction and customer loyalty strategies
   
• Know how to organize the customer service: objectives, human, material and financial resources and results
   
• Know how to write the "standards" for simple and relevant services in order to improve customer satisfaction at each interaction with the business.
   
• Build a dashboard and make it a real managing tool
   
• Implement a training plan to develop the interaction and commercial skills of the agents
   
• Learn the techniques to deal efficiently with the calls

1. Know how to bring together, sort and file claims per strategic families
    
2. Establish a map of the clients' journeys in the business and locate the "Key Steps"
    
3. Locate the elements of differentiation - distinguish the elements of loyalty
    
4. Select the indicators of customer satisfaction for each step of the sale and delivery process
    
5. Elaborate the contextual matrix and the relevant strategies for every situation
    
6. Position the resources (skills, attitudes and tools) in the process
    
7. Implement training (skills) and coaching (attitudes) programs
    
8. Quantify the costs and benefits - build the loyalty customer dashboard
    
9. Continuous Improvement thanks to the Customer Service Department