Dealing With Complaints
Are you leaving your customers feeling valued or neglected
& Sales
1 DAY COURSE
This course will provide you with the knowledge and skills to deal with complaints effectively and leave your customers feeling valued. Offering a range tips and techniques, it aims to increase your confidence when dealing with complaints, help you to understand things from the customers point of view and ensure a positive outcome.Â
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 languageÂ
- Listening and being assertiveÂ
- 6 steps of complaint handlingÂ
- resolving complaints effectivelyÂ
- Applying skills to written complaints
Benefits for the individual
- Recognise the value of feedbackÂ
- Understand why customers become difficult/demandingÂ
- Improve your ability to influence others through understanding and communicationÂ
- Ensure a positive outcomeÂ
- Improve the way we manage difficult situations
- Confident and knowledgeable employeesÂ
- Effective service recoveryÂ
- Reduce costs and increase profitsÂ
- Create customer loyalty and advocacyÂ
 I’d highly recommend Helen to any organisation
“Helen is an incredibly intelligent and articulate trainer who instantly made an impact.”
