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