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DEALING WITH COMPLAINTS Duration: 1 Day

Course Overview

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

Introduction – Dealing with complaints

  • What are the issues faced by participants?

Recognise the value of feedback

  • Why customers become difficult/demanding?
  • Managing experiences and feelings

Improve your ability to influence others through understanding and communication

  • Understanding different communication styles
  • Motivation filters (Meta programs)

Ensuring a positive outcome

  • Questioning techniques
  • Being assertive but not aggressive
  • Understanding conflict

Improve the way we manage difficult situations

  • 6 Steps of Complaint Handling
  • Skills practice
  • Responding to written complaints

Putting it All into Practice

  • Putting together a personal action plan

Q & A

This training can be tailored