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delivery
Classroom & Virtual
duration
2 days
enrolled students
9,999
overview
Course Overview
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.
Learning Outcomes
By the end of the Managing Customer Issues course, participants will be able to:
- Understand the importance of effectively managing customer issues and the impact on customer satisfaction.
- Identify different types of customer issues and their root causes.
- Develop a structured approach to managing customer issues, including setting goals, establishing accountability, and defining KPIs.
- Utilize effective communication and active listening skills to understand customer concerns and engage them in the issue-resolution process.
- Apply techniques for identifying, capturing, and prioritizing customer issues.
- Implement efficient issue-reporting mechanisms and leverage technology tools for streamlined issue management.
Curriculum
Understanding Customer Issues
Developing an Issue Management Framework
Effective Issue Identification and Reporting
Communication and Customer Engagement
Problem-Solving and Decision-Making
De-escalation Techniques and Conflict Resolution
Stakeholder Collaboration and Coordination
Continuous Improvement and Preventive Measures
Case Studies and Best Practices
Action Planning and Implementation
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
who attends
Right For You
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.
Requirements:
- 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
Prospective applicants who do not meet the programme requirement but want to join the programme should talk to a Career Advisor.
Key Program Features
Training
The Managing Customer Issues: Planning, Techniques & Strategies training approach employs hands-on learning, which imparts the skills required for specific job roles
Internship & Projects
The Managing Customer Issues: Planning, Techniques & Strategies course provides up to 4 months of internship while working on real work projects, which adds expertise and verifiable work references in the resident country.
Career Development
The Managing Customer Issues: Planning, Techniques & Strategies course assists participants in securing a job through the development of a professional profile and job prospecting.
teaching team
Meet Your Facilitator(s)
course schedule
The Schedule For This Course
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.
Classroom
Weekdays
Dates:
20th Mar – 21st Mar, 2025
Days:
Thu & Fri
Time:
8:30am – 4pm
Duration:
2 days
Weekends
Contact Us
Virtual
Weekdays
Dates:
20th Mar – 21st Mar, 2025
Days:
Thu & Fri
Time:
8:30am – 4pm
Duration:
2 days
Weekends
Contact Us
FAQs
Frequently Asked Questions
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.
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.
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
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.
