Complaint Handling Training

And complaint handling can’t be scripted, this is the moment when customer facing personnel must connect with a customer and make the most of the opportunity to listen, help the customer and retain their business."All I can do is apologise" or "Thank you for that information" will not help, and will leave your customers with a greater sense of frustration. In fact in our research 76.7% of respondents had left an organisation because that company did not know how to deal with a problem or a complaint, and in fact added to the stress of the problem by the way they handled the customer contact

Complaint handling Training

Suitable for anyone who is customer facing

Purpose

Focuses participants on the customer, and their experience when doing business with you.

Helps participants build the confidence and the skills to deal effectively with customer complaints and problems so that you retain the customer.

Content

• Customer service and customer retention
• The business benefits of complaints and effective complaint handling
• Understanding the customer perspective
• The key communication skills required when dealing with a complaint.
• Dealing with angry customers
• Identifying the triggers for angry customers and avoiding the pitfalls
• Reviewing complaints and feeding back to management
• Closing the loop – making sure avoidable complaints are avoided
• Action planning and learning review

Our courses are a participative mix of input and practical exercises designed to help people learn, and develop skills and confidence.

We'll tailor the course so that it is right for your people who are dealing with your customers in your market place.

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