- 1 - Introduction
- 1 - Introduction
- 2 - Agenda of the course
- 3 - Complaints Gift or Curse
- 2 - Service Recovery Paradox
- 4 - Service Recovery Paradox
- 5 - Customer Value Pyramid
- 3 - Concept of Exceptional Customer Service Moment of Truth
- 6 - Moment of Truth Levels Their Outcomes
- 7 - Case Study Poor Customer Service Negligence
- 8 - Case Analysis Necessary Tips
- 4 - Complaint Management
- 9 - Handling Complaints LEAFF Model
- 10 - Dos Donts in Handling Complaining Customers
- 5 - Handling Variety of Complaining Customers
- 11 - Types of Difficult Customers Strategies to Handle Them
- 6 - Golden Sutras of Excellent Customer Service Experience Part 1
- 12 - Product Process Knowledge
- 13 - Ownership Empathy
- 14 - Case Study Poor Complaint Handling Lack of Ownership Led to Financial Loss
- 15 - Case Analysis Necessary Tips
- 7 - Golden Sutras of Excellent Customer Service Experience Part 2
- 16 - Networking Relationship
- 17 - Case Study Where did they go wrong
- 18 - Case Analysis Necessary Tips
- 19 - Developing Retention Strategies
- 8 - How to Say No to the Customer
- 20 - 4 Strategies to say professionally No
- 9 - Good Will LetterEmail
- 21 - Importance of Good Will LetterEmail in relationship Enhancement Sample Email
- 10 - Summary Quiz and Action Plan
- 22 - Self Assessment
- 23 - Action Plan
- 24 - Test
- 25 - Conclusion