A Complaint is a Gift

Handling customer complaints and turning them into successful business opportunities is a challenging process that requires key skills.

Do you know how many customers you lost last quarter? Do you know why? Do you know if complaints were handled satisfactorily? Do you know what you’ll need to do to retain your
existing customers and to attract more customers?

A Complaint Is a Gift is not only a practical “how-to” customer service programme that takes participants into the world of customer relationships, but also provokes and inspires changes in related thinking, attitudes and habits. It is a professionally facilitated programme with trainer led presentations, discussions and group work that models real experiences and work-based situations that will help you build and implement best practice in handling customer complaints.

 Overview

A professionally facilitated programme with trainer led presentations, discussions and group work that models real experiences and work-based situations that will help you build and implement best practice in handling customer complaints.

 

 Audience

Everyone with customer contact either face-to-face, over the phone, online, or in writing including, Managers responsible for customer complaints.

 

 Key outcomes

  • Handle and process complaints more effectively from all your customers
  • Change attitudes towards complaints and reduce stress levels
  • Learn to listen and receive criticism professionally and not take it personally
  • Practice key skills for handling complaints superbly
  • Recognise the importance of dealing with emotions when handling complaints

 

 Price

Enquire for price

 Duration

Flexible 1 or 2 day duration

 

 You will leave this course able to:

  • Understand why successful organisations cement their customer loyalty by addressing their complaint handling processes
  • Use the 5 step process to recognise how dissatisfied customers represent a real threat to your organisation
  • Handle and manage complaints using the 8 step best practice ‘Gift Formula’
  • Assess the correlation between your own behaviour with customer emotions and loyalty by using the most critical complaint handling competency
  • Employ a range of strategies when dealing with 5 types of dissatisfied customers who have perceived a broken promise or unfulfilled commitment
  • Define the critical components of the service experience and use it to map out strategies
  • Overcome the six typical reactions of complaint handlers
  • Utilise a range of complaint handling skills to turn a complaint into a business opportunity by following a 4 part resolution model
  • Draft responses to customers who have a complaint using 6 service recovery strategies for written communication

 

 Delivery options

This course can be delivered in-person or virtually

Tailor this course

Contact us for further information on how this course can be tailored to your business