This course provides you with practical ways to handle complaints, deal with difficult people and improve your customer's experience.
DurationBest practice in complaint handling
This course provides you with practical ways to handle complaints, deal with difficult people and improve your customer's experience.
Topics
At the end of this training session, you will:
Understand the importance of creating great first impressions
Appreciate why establishing and maintaining trust is vital
Understand what can happen when things go wrong
Respond positively to negative feedback
Handle complaints professionally and sympathetically
What to expect from customers when they make complaints
How to manage expectations
Virtual Classroom Vs Face-To-Face
Our popular virtual classroom offers a streamlined version of our face-to-face courses. You will benefit from a dedicated session with our expert trainer from the comfort of your home or office.
To enable the course to run smoothly, we ask that you mute your microphone unless asking a question and keep your camera on.
With our face-to-face courses you’ll benefit from the full lesson plan plus an increased level of interaction and group work. This is your chance to participate in group discussions with our expert trainer and other delegates on the course.
About us
We are the leading membership body for the sector with over 17,800 members who display the Propertymark Protected logo. Our Board, who set our strategic direction, comprise practicing agents and we work closely with members to set professional standards through regulation, accredited and recognised qualifications, an industry-leading training programme and mandatory Continuing Professional Development.
We provide guidance, advice and research as well as a comprehensive programme of workshops, conferences and events. We regulate members’ activity according to a code of conduct and rules, with disciplinary action for instances of non-compliance.
The launch of Propertymark
Propertymark launched in February 2017 combining five different associations into a single brand. The five associations (ARLA, NAEA, NAVA, ICBA and APIP) were dedicated to promoting the highest industry standards for over 50 years. Propertymark members are practising agents helping people to buy, sell and rent their treasured homes every day.
In the increasingly demanding environment for Housing Associations and Social Housing providers, employees encounter growing challenges. When visiting contract holders in their homes, they may face difficult individuals who exhibit anger and aggression.
Conflict Management Course Is Offered By
The Highfield Level 3 Award in the Delivery of Conflict Management Training (RQF) has been developed to meet the requirements of trainers who wish to deliver scenario-based conflict management training.
This Level 2 qualification is aimed at individuals who require training in conflict management. It is appropriate for a wide range of sectors and is suitable for anyone who has a customer facing role, deals with service users or the public.
Organisational support from enhance coaching is designed to help you, your employees and your organisation achieve your goals and get the maximum benefit.
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