Handling Customer Complaints
This practical and interactive course will develop your skills to deal with complaints effectively and confidently.
Type of Course: Customer Service
Course Reference: HTPP-047
Course duration: One day course followed by a personal development action plan
Hosting Mode: Live online or face-to-face
If you are interested in this course, note the course name and reference number, and contact us via the course enquiry form.
Practise defusing customer anger and build rapport
Enhance communication skills
Practise maintaining a professionalism under pressure
The skills required to create customer satisfaction
Review ways to provide a solution
Review ways of monitoring and analysing complaint levels and identify remedial action
This practical and interactive course will develop your skills to deal with complaints effectively and confidently.
Find out more:
Outcomes
Course Objectives:
The Complaint – How to Control It
The damage complaints can do to your organisation
Making sure the complaint does not escalate
Accepting customer feedback graciously
Re-building the customer relationship
The various techniques required to handle written, telephone and face-to-face complaints
Communication that Works
Developing the right attitude – feeling good, thinking positively
How to sound confident, caring and helpful – building rapport
Active listening
Gathering the information
Checking understanding
Remaining Calm – Not over-reacting
Recognising how serious is the customer’s concern
Defusing a difficult situation
Empathise with the complaint – don’t join in the criticism
Gaining the customer’s respect
Identifying common ground
Creating Satisfaction from Dissatisfaction
Ensuring the customer feels listened to
Let the customer know what can/will be done about their complaint
Taking responsibility for the successful outcome
Getting across your point of view – re-building commitment
Monitoring complaint levels versus performance standards
Identifying processes to deal with the most common objections
Personal Development Action Plan
