Develor Azərbaycan,
    Base Business Plaza (4-cü mərtəbə),
    Həsən Abdullayev küç 11, AZ1025.

    Show all contacts
    Bizə müraciət edin    
    • Attitude & Mindset
    • Leadership & Management
    • Customer Care, Sales & Negotiations
    • Personal Productivity & Communication
    • Teambuilding & Collaboration
    • Assesment & Diagnostics
    • HR Consulting & Coaching
    • Xidmətlər
    Classroom Training

    Lumina Spark Training

    Game-based Training

    Onboarding games

    Virtual Training

    Work-Life balance

    Classroom Training

    Interview techniques

    Xidmətlər & Həllər-də tapıldı

    • Axtarış etmək üçün ən azı 3 sumvol daxil edin.
    Bütün xidmətləri axtar

    Mənbələrdə tapıldı

    • Axtarış etmək üçün ən azı 3 sumvol daxil edin.
    Bütün mənbələri araşdır

    Kimin üçün

    • Sales People on all levels
    • Leaders whose job requires communication with colleagues and clients

    Neçə nəfər?

    8 - 12

    Nə qədər müddət davam edəcək

    2 days

    Sales and CX
    • Classroom Training
    • Virtual Training

    We, as customers, expect customized care that responds to our personal needs and expectations. We want to be treated fairly and with respect while gaining the service or while solving any eventual problem and also feel acknowledged and valued even if we are not right. All these expectations, especially in emotionally charged situations of complaint handling are quite challenging for staff that require a high-level of self-management, self-confidence and a skillful approach to successfully manage them.

    The course establishes the proper attitude and develops excellent communication skills combined with bullet-proof processes to help the work of company’s customer service staff. The course allows the participants to explore the different elements of customer satisfaction and how the standards of excellence can be defined for them. They will learn the concept of exceeding expectations that gives them a step-by-step practical process to consciously improve customer satisfaction.

    Customer care & Complaint handling

    During the course participants will explore different levels of customer engagement and the hierarchy of customer needs as they relate to the Moments of Truth. They will understand the nature of complaints and how effective complaint handling impacts customer loyalty. They will learn the easy-to-use technique of the six-step process of complaint handling, and will practice how to implement it with assertiveness to ensure an improved service culture and customer satisfaction.

    Course objectives

    • understand basic “customer care” concepts
    • define “moments of truth” for company’s customer
    • situations implement the appropriate reaction and response to critical moments of truth
    • build customer engagement and customer loyalty
    • understand why people complain and what they look for
    • use a practical “complaint handling process” tailored for company
    • communicate properly with the customer


    • service-centered attitude
    • elements of customer satisfaction
    • customer enagagement
    • meet and exceed customer expectations in customer service
    • assertiveness model
    • the process of complaint handling
    • handling challenging customers

    Looking for help with Customer care & Complaint handling ?

    Danışaq və sizin üçün düzgün həlli seçək. Məlumatları qeyd edin və biz sizinlə qısa zamanda əlaqə saxlayacağıq.

      Əlaqəli həllər