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Trainer’s Tip: Dealing With Customer Complaints


Neil Wilkins outlines a plan.

Hi Dyfrig,

You mention that the team have had “generic knowledge in dealing with unhappy customers over the phone and in writing’ however that they need to ‘'up' their performance in dealing with their customers” therefore would the team benefit from either sales and or customer loyalty training? Unless they are receiving a high number of complaints or unhappy customers I would recommend moving on to something else.

Rather than taking the team back into the training room for extensive training on sales/customer loyalty maybe some 1 hour/2 hour workshops would work better followed by side by side coaching for those that are telephoned based.
Some workshops you may wish to consider would include:

  • Questioning skills

  • Presenting features and benefits

  • Closing the sale

  • Handling customers objections in a professional manner

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Dealing with customer complaints for an exclusive product.

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