Gain the knowledge and skills to handle complaints effectively and leave your customers feeling valued. Offering a range of tips and techniques, this course aims to increase your confidence when facing complaints, help you to understand matters from the customer’s point of view and ensure a positive outcome.

• The value of complaints

• Influencing through language

• Listening and being assertive

• Six 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 difficult/demanding

• Improve your ability to influence others through understanding and communication

• Ensure a positive outcome

• Improve the way you manage difficult situations

 

Benefits for the organisation

 

• Confident and knowledgeable employees

• Effective service recovery

• Reduced costs and increased profits

• Greater customer loyalty and advocacy