Objectives

Participants will learn:
Develop complaints and claims handling skills

Generate capacity to act when cornered by specific complaint situations
Generate proactive attitude and focus on resolving situations
Generate real on-the-job results

Subjects:

Difficulties in handling complaints and claims 

Control
- Related to attitudes
- From a technical standpoint
- Difference between being in control with empathy and getting involved

Communication
- Process of asking questions
- The art and process of listening
- Neutral comments and affirmations
- Use of your voice (with a positive attitude)
- Handling silence 

Motivate
Generate desire
Transforming disadvantages into opportunities
How to generate the need for service
Types of clients and how to deal with them

Methodology:

Brief theoretical presentations
Styles analysis
Case studies

Duration:

This program lasts 8 hours

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