NO COMPLAINTS!

Objective:

Receiving complaints is inevitable-how they are dealt with will have a direct effect on your life-time customer relationship.

Staff need to have the skills, strategies and techniques to ensure that every customer experience is a pleasant one.

Who Should Attend:

All staff who directly come into contact with customers, both face to face and on the phone.

Course Content:

  • The components of an effective complaint handling process
  • Effective questioning techniques
  • The fundamental ways of dealing with a complaint
  • Recognising potential for conflict and being able to defuse emotions by effective listening.

Learning Outcome:

    Recognise the importance of handling complaints well

    Understand the customer’s point of view

    • Discover techniques to lessen the probability of complaints occurring and dealing with them when they do
    • Learn the importance of recording and reviewing the nature of complaints to be able to identifying any
      emerging trend