Helen Hamilton Twitter Link LinkedIn link Back to Home Page

Dealing With Complaints


Complaints-2

DEALING WITH COMPLAINTS

1 day

Course overview

This course will provide you with the knowledge and skills to deal with complaints effectively and leave your customers feeling valued. Offering a range of tips and techniques, it aims to increase your confidence when dealing with complaints, help you to understand things from the customer’s point of view and ensure a positive outcome.

Who should attend?

This course is designed for anyone who is responsible for dealing with complaints and for anyone working in a service role where they may have to deal with customer complaints

Course content

  • The value of complaints
  • Influencing through language
  • Listening and being assertive
  • 6 steps of complaint handling
  • Resolving complaints effectively
  • Applying skills to written complaints

Benefits for the individual

  • Recognise the value of feedback
  • Understand why customers become diffcult/demanding
  • Improve your ability to influence others through understanding and communication
  • Ensure a positive outcome
  • Improve the way we manage difficult situations

Benefits for the organisation

  • Confident and knowledgeable employees
  • Effective service recovery
  • Reduce costs and increase profits
  • Create customer loyalty and advocacy

For further information, please e-mail: helen@helenhamilton.co.uk