Contact Centre Escalation Management
Course Overview
Our complaints management training workshop is designed to equip delegates with essential skills and strategies to effectively manage and resolve complaints and escalations. The 3 days workshop is for professionals who want to build their skills in the contact center industry and escalation management process.
Handling complaints and managing escalations is a critical aspect of any business operation. In today’s competitive market, face-to-face encounters with customers can quickly escalate into confrontational situations, especially with the increasing demands and expectations of consumers. This exposure to aggravated customers on a daily basis underscores the importance of professionalism in handling such scenarios. The manner in which staff handle complaints and escalations can significantly impact customer loyalty, either by fostering trust and loyalty or by driving customers away.
Throughout the workshop, delegates will learn techniques to maintain composure, diffuse tense situations, and handle complaints with empathy and professionalism. By mastering these skills, delegates will be better equipped to address customer concerns in a timely and efficient manner, ultimately enhancing the overall customer experience and improving customer satisfaction levels.
Goal of Training:
One of the key focuses of the complaints management training is on utilizing simple customer service skills as the first line of defense in handling complaints. Delegates will learn how to actively listen to customer grievances, empathize with their concerns, and communicate effectively to find mutually satisfactory resolutions. Additionally, delegates will be introduced to powerful “breakthrough techniques” for managing escalating situations that have the potential to spiral out of control. These techniques empower delegates to take control of challenging interactions and steer them towards positive outcomes.
Successful customer service professionals possess the ability to turn dissatisfied customers into loyal advocates for the business. By participating in our complaints management training, delegates will gain the skills and confidence needed to transform angry customers into satisfied supporters. Join our training course today to develop the expertise necessary for effectively managing complaints and escalations, and to elevate your customer service skills to new heights of excellence.
Duration:
3 Days
Language:
English
Training Objectives
Participants will learn how to:
- Understand customer care operations and processes along with SLAs and TAT
- Investigate and resolve customer queries as per the TRA-prescribed SLAs
- Continuously monitor the speed of complaint resolution and take steps to ensure adherence to the TAT
- Review the trends and patterns in customer escalations and create mechanisms that prevent escalations
Module Outlines
Module 1: Customer Service Inquires / requests / Complaint Resolution Processes
- Customer Service operations ( inquires / requests / complaints)
- How to encourage the fast and efficient resolution of customer issues at the first point of contact
- What do you need to do?
- What is the expected time line?
- What are the SLAs needed ?
Module 2: Techniques for dealing with difficult customers
- Responsibility & Choice Circles & Questions
- The P/T Service-Giving Circle
- Positive 1st Response
- The 10 step method for handling complaints & criticism
- Create a Positive First Impression
- Create a Positive Last Impression
- Exercise : case study
Module 3: Escalating Customer Complaints – Taking it to the Next Level
- Typical complaints by end users
- Why do we need an Escalation Process?
- What is a call escalation?
- What is the escalation procedure?
- What is the meaning of escalation matrix?
- What is an escalation manager?
- Call Escalation Metrics and Agreeing with suppliers an agreed level of support (Service Level Agreements)
- Ensure expected levels of service are clearly communicated and visible
- Exercise : Case Study
Module 4: Empowering call center agents
- Create a low-escalation environment
- Reducing and Managing Escalations
- Ensure the root cause is understood
- Make sure you have an up-to-date knowledge base that is easy to use
- Exercise : Case Study
Customized Learning
Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.
Face To Face Learning
Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.
Virtual Learning Labs
Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.
General Methodology
Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.
- Concrete Experience: The delegates will learn by doing
- Reflective Observation: Reflecting on the newly experienced skill-set
- Abstract Conceptualization: Developing deeper understanding to the learned concepts
- Active Experimentation: providing the delegates with realistic tools that can be tested in the real life
Case studies will be customized to cover client’s specific operations
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