Managing Customer Issues: Planning, Techniques & Strategies

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

  1. Start a chat with the online course adviser or complete the application form
  2. Application will be reviewed by programme committee
  3. Application acceptance will be communicated by programme committee
  4. Pay the programme fee after receiving acceptance from the committee
  5. 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

    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.