Managing Customer Issues: Planning, Techniques & Strategies
The Managing Customer Issues Course is designed to help managers and customer service representatives obtain the necessary skills in planning and handling customer complaints. The training would have a mix of hands-on examples, interactive sessions, case studies, and real-world examples. At the end of the training, participants will gain the ability to listen more emphatically to customers, identify signs of escalation and resolve customer issues and complaints.
Who Should Attend
- Experienced individuals who manage customer relationship activities in diverse fields
- Working professionals seeking to change career, job or industry to customer relationship related field
- Individuals who meets the requirements and intend on starting a career in customer relationship management
- Mid to senior-level executives in any sector
Understanding Customer Issues
- Introduction to the importance of effectively managing customer issues
- Identifying different types of customer issues and their impact
- Analyzing the root causes of customer issues
- Recognizing the significance of proactive issue management
Developing an Issue Management Framework
- Creating a structured approach to managing customer issues
- Setting clear goals and objectives for issue resolution
- Establishing accountability and responsibilities within the organization
- Defining key performance indicators (KPIs) for measuring success
Effective Issue Identification and Reporting
- Techniques for identifying and capturing customer issues
- Implementing efficient issue-reporting mechanisms
- Prioritizing issues based on severity and impact
- Utilizing technology tools for streamlined issue management
Communication and Customer Engagement
- Strategies for effective communication with customers about their issues
- Active listening and empathy to understand customer concerns
- Engaging customers in the issue-resolution process
- Building trust and rapport through transparent communication
Problem-Solving and Decision-Making
- Applying problem-solving methodologies to address customer issues
- Analyzing data and information to identify underlying causes
- Generating and evaluating potential solutions
- Making informed decisions that align with organizational goals
De-escalation Techniques and Conflict Resolution
- Recognizing signs of customer frustration and escalating emotions
- Applying de-escalation strategies to diffuse tense situations
- Conflict resolution techniques for managing challenging interactions
- Balancing customer satisfaction with organizational limitations
Stakeholder Collaboration and Coordination
- Engaging relevant stakeholders in issue-resolution efforts
- Coordinating cross-functional teams to address complex issues
- Effective collaboration with internal departments and external partner
- Leveraging collective expertise for comprehensive solutions
Continuous Improvement and Preventive Measures
- Using customer feedback to drive continuous improvement
- Identifying trends and patterns in customer issues
- Implementing preventive measures to minimize future issues
- Establishing feedback loops for ongoing issue management
Case Studies and Best Practices
- Examining real-world case studies of successful issue management
- Learning from industry best practices and success stories
- Analyzing lessons learned and applying them to practical scenarios
- Extracting insights for enhancing future issue management approaches
Action Planning and Implementation
- Developing action plans for immediate implementation
- Setting milestones and timelines for issue resolution
- Monitoring progress and making necessary adjustments
- Ensuring sustainability of effective issue management practices
Kristy Ejikeme
Ejikeme Kristy is an expert in Customer Relationship, Office and Human Resource Management with several years of experience. She has acquired notable skills in the same field over the years which includes effective communication, customer relations, time & schedule management as well as human relations. These have offered her notable achievements and exposure. Her qualifications include Masters in Public Administration, BSc. In Mass Communication/Media Studies, Certificates in; Customer Relationship Management, Human Resource Management, Data Analysis, and Tax Compliance. She currently serves as a Trainer and Admin/Human Resource Manager with Piston & Fusion.
Participants enrolling for this programme will be required to have basic computing skills. Participants who meet the programme requirement should pay the course fee and complete the enrollment form 2 weeks before the programme kick off date.
Prospective applicants who do not meet the programme requirement but wants to join the programme should should follow the process detailed below.
Application Process
- Start a chat with the online course adviser or complete the application form
- Application will be reviewed by programme committee
- Application acceptance will be communicated by programme committee
- Pay the programme fee after receiving acceptance from the committee
- Check your mail for programme schedule and payment confirmation
Participant’s Experience
What is included in the Course Programme Pack
- Practice Manual & Textbook
- Participants workbook & Exercises
- Templates for professional practice
- Local & international case studies
- Recognized Certification of Completion
- Branded Personalized programme pack & stationaries
- Breakfast & Lunch
- 3 Star Accommodation (Optional – Available on Request)
Kindly note all training materials for the Virtual Online classes will be in electronic formats (PDF & MS Word)
Managing Customer Issues Course Fees & Dates for Upcoming Classroom Classes In 2024
Piston and Fusion offer the Course as Classroom in Lagos and Virtual Online Class in other states in Nigeria. See dates and fees for classroom and virtual online class.
Programme Information
| Course Objective: | The Programme focus is aimed at assisting managers and customer representatives handle customer issues more efficiently |
| Classroom | Fee: ₦130,000 |
| Weekday Date: | Contact Us for Next Schedule |
| Weekend Date: | Contact Us for Next Schedule |
| Location: | 122a Obadina Street, Omole Phase 1 Ikeja Lagos |
| Virtual Class | Fee: ₦100,000 | $160 |
| Weekday Date: | Contact Us for Next Schedule |
| Weekend Date: | Contact Us for Next Schedule |
| Location: | Microsoft Teams / Zoom |
Anthony Ani
“Relocating to Canada was the most challenging decision I and my family had to make, the uncertainties of a new country. I was determined that I won't risk everything to start earning minimum wage. I took my PMP training with Piston & Fusion, earned my certification at the first attempt, and to be honest it has elevated my career trajectory”
Gabriel Eluke (Human Resources/Admin) | Netcom Africa Limited
"I became a professional Human Resource personnel after my training with piston and Fusion. It brought a great turn around to my career and remains one of the best decisions I ever took. "
Okhueleigbe Usifo (Construction safety officer/ OFA) | Beedie Construction Canada
"The firm I worked with in Abuja had not paid salaries for 5 months, I decided to leave the country, and left for Dubai. I applied for a safety officer vacancy, out of 15 applicants I was the only person that was selected with HSE level 1, 2 and 3 certificate. I thought getting a job here would be difficult but my certificate helped me."
Uju Edinbus | Perform Group (Goal.com)
"I wanted to change my job, I needed something to give me the advantage to switch jobs. My friend advised I take a digital marketing course, after the training I started prospecting jobs, I got a call for my first interview, at the interview I was grilled extensively on my credentials, thanks to my digital marketing knowledge I got what I will describe as my dream job."
Mojisola Mosuro PMP | ExxonMobil
“As a fresh graduate I knew getting a good job would be a challenge. I researched online for a professional course to boost my CV, and I found P&F Project Management course. I completed the course. I have since changed jobs 3 times. Project Management. was the best Decision I made.”
Why Piston & Fusion Ranked Amongst the Best Business Institute In Nigeria?
- We have trained 6000+ professionals
- We have over 10 years industry experience
- Our facilitators are experienced and certified
- We offer post-training career advice and support
People who enrolled for this course, also enrolled for the following courses
| Call Center Training | Telemarketing |
| Emotional Intelligence | Problem Solving & Decision Making |
What is Customer Conflict?
Customer conflict involves the disagreement between a customer and a business or its representatives. It arises when customers’ expectations, needs or demands are not met which can lead to customer dissatisfaction or outrage.
What is Conflict Resolution in Customer Service?
Conflict resolution in customer service refers to the process of resolving customer complaints or disputes with your organization or its representatives. It entails actively listening to customer complaints or demands, showing empathy, and providing mutually agreeable solutions.
How Do You Resolve Conflicts with Customers?
You can be great at customer conflict resolution by developing the necessary skills required in conflict management through training and experience. Your aim in conflict resolution is to leave the customer with a feeling that they were heard and their problem is going to be solved. Some common conflict resolution skills are:
- Active Listening
- Empathy
- Effective Communication
- Problem-Solving
- Negotiation
- Conflict De-escalation
Why is Conflict Management Important to Customer Service
In the course of doing business, problems would always arise as regards customer complaints and dissatisfaction. The question then is what do you do when you have a customer who is terribly upset with your services? This is where conflict resolution comes in. Conflict resolution helps customer representatives deal with angry customers and provide appropriate solutions.
Enrolled:
412 students
Duration:
2 Days
Level:
Intermediate
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