Complaint Handling Training
Complaint Handling Training is vital for any customer facing personnel.
Things will go wrong from time to time, but our research shows it’s the businesses which can deal with customers
problems or complaints
are the ones that are successful in
retaining customers.
Retaining customers helps your business to maintain and increase profit.
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.
Resource Centre
Why organisations lose customers
Bad customer service
Bad customer service - beware what you write in emails
What do customers hate about doing business by telephone?
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Call handling skills training
dealing with angry customers training
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