DEALING WITH COMPLAINTS
1 day
Course overview
This course will provide you with the knowledge and skills to deal with complaints effectively and leave your customers feeling valued. Offering a range of tips and techniques, it aims to increase your confidence when dealing with complaints, help you to understand things from the customer’s point of view and ensure a positive outcome.
Who should attend?
This course is designed for anyone who is responsible for dealing with complaints and for anyone working in a service role where they may have to deal with customer complaints
Course content
- The value of complaints
- Influencing through language
- Listening and being assertive
- 6 steps of complaint handling
- Resolving complaints effectively
- Applying skills to written complaints
Benefits for the individual
- Recognise the value of feedback
- Understand why customers become diffcult/demanding
- Improve your ability to influence others through understanding and communication
- Ensure a positive outcome
- Improve the way we manage difficult situations
Benefits for the organisation
- Confident and knowledgeable employees
- Effective service recovery
- Reduce costs and increase profits
- Create customer loyalty and advocacy
For further information, please e-mail: helen@helenhamilton.co.uk