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
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
