Complaint Handling Skills Training Course

professionally handling complaints1 Day - On Request

This course is one of our standard in-company programmes and can be delivered to your people at a venue and date of your choice. If it is not exactly what you want then we can either create a tailored course based on our extensive library of standard course materials or produce a fully bespoke training course for you.

Course Overview:

Duration - 1 Day

The real opportunity that any company gets to demonstrate its true ability is in a complaint situation. Research has shown that customers who have had a complaint handled professionally actually become more loyal as a result. This course is for anyone who is faced with dealing with complaints on a regular basis and wants to know how they should be handled to achieve the best possible result.

Programme Contents

Complaints – an opportunity
The benefits of complaining customers
Dealing with complaints
The Joint solution approach
How to deal with difficult customers
Communication in a complaint situation
Assertive techniques
Proactive complaint management
Setting realistic expectations
Dealing with repetitive problems
The most common scenarios and how to deal with them