Complaint Handling school training courses in El Paso, TX (public, in-house or online)

Participants will obtain the required skills and
knowledge to work effectively with internal and external
customers. Participants will learn how to identify the
elements of excellent customer service, telephone
etiquette, conflict resolution, and stress managemen

Anyone in a product or service development endeavor.

In any product or service development endeavor, listening to the Voice of the Customer is critical to how well market needs are met. This course covers the basics of how to gather customer data and the different methodologies needed to analyze customer input. Participants will gain an appreciation of the importance of understanding the customer needs, in the customer’s own words.

This course consists of exercises, quizzes, a...

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This course is designed for adjusters and others with property and casualty insurance claims-handling duties to help them understand the basic claims process and associated best practices that are consistent with the requirements of state unfair claims practices acts and regulations. The course covers the full scope of the claims adjustment process, from first notice of loss through resolution. Throughout, the course describes best practice criteria for each phase of the process and will help c...

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Advanced techniques for handling complaints
Interview note-taking methods
Checklists for all stages of the process
Anticipating potential legal issues
Developing a sound investigative strategy
Knowing when an investigation is complete
Implications of creating documentation
Ensuring successful resolution
Defining your role in the resolution process
Creating individual or group multiple solutions
Guidelines for developing interest-based resolutions
Presenting resol...

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Customer behavior
Most customers don’t complain
Exercise: Why don’t you complain?
Why we don’t like to hear complaints: Attribution Theory
Complaint behavior: Who we talk to
What complaints don’t you like to hear?
Exercise: What do you want in complaint handling?
How to handle complaints
Gift demonstration
Video
Practice
Why complaints are gifts
Exercise: Put yourself in the customer’s shoes

Turn terrori...

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