Handling Complaints Training Courses

How this course can benefit you:

This course enables delegates to understand the processes of effective complaint handling and increase their confidence and sense of understanding of difficult behaviour within people

Duration: 1 Day

Course Objective:

How an organisation handles customer complaints is crucial in order to maintain a good reputation and to keep client business. Complaint handling training teaches the process and methodology needed to create an effective customer complaints handling procedure to improve customer care, satisfaction complaint resolution rates.

Course Contents:

Learning Outcomes
By the end of this course delegates will be able to;
Recognise the key skills and qualities needed to handle customer complaints effectively and efficiently
Demonstrate empathy whilst maintaining control of the conversation
Diffuse difficult customer behaviour and situations
Content
  • the importance of effective complaint handling
  • effective listening
  • verbal and non-verbal communication
  • understanding your behaviour
  • reasons customers get angry
  • understanding other peoples behaviour
  • logic vs emotion
  • identifying different types of behaviour
    • passive
    • assertive
    • aggressive
  • knowing your rights
  • agreeing on a solution
Be warned: This course is highly practical and interactive. Come along keen to participate and expect to take away methods you can implement with your customers to produce the WOW factor.

Enquire About Handling Complaints Training Courses Course
This course can be tailored to meet your exact requirements.
 

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What our attendees have said about us:
Amazing. Best tutor I have ever had engaging, interesting, motivating, and compelling.
NHS (Sussex Partnership)
Excellent trainer he presented at the correct level, he was flexible in the subject, making it appropriate to our situations/jobs etc. Thank you
Leeds Infirmary
Again a very engaging course with a tutor who displays all the skills that one would aspire to have after being on this course
HSBC
Steve was well prepared and obviously knew the content of the course. He adapted the day to suit our particular work environment
Orbian