Customers will always demand good value and equally effective service. Complaints can make or break an organisation, particularly now that the internet provides such an easy forum for customers to air their grievances. We need to ensure that our people are skilled in handling complaints.
DurationIntended For
This course will help your front line staff deal with complaints in a straight forward and effective way.
It is often said that the way you handle a complaint is far more important than the solution you provide. Research shows that skilled handling can lead to long term customer loyalty.
Customers will always demand good value and equally effective service. Complaints can make or break an organisation, particularly now that the internet provides such an easy forum for customers to air their grievances. We need to ensure that our people are skilled in handling complaints.
Objectives
Why are complaints good for business? In this activity participants consider why complaints are good for business and why unhappy customers should not be discouraged from complaining.
How to avoid making a bad situation even worse
Turning Complaints Around Participants are introduced to our own complaints handling approach called AURA. They then work through a case study to help them apply AURA practically.
Complaint Handling Skills Using empathy, understanding, self-control and listening skills to positively resolve a complaint
Hostility It is inevitable that some complainants will be hostile and this session provides participants with some tips to help them handle hostility.
Personal Abuse Hostility can spill over into personal abuse. Participants learn how to handle this professionally by listening to a situation and discussing how they would handle it.
Complaint Handling Practice Participants have the chance to practice the techniques they have learned using our simulations.
By the end of the training course participants will be able to:
Improve company reputation and client retention with better complaint handling skills
Explain why good complaint handling is important to the business
Handle complaints effectively and consistently using the AURA approach
Handle hostile complaints calmly and professionally
Turn around customer complaints and dissatisfaction
About Us
Prior to starting Plymouth Business Training, Rob Salt gained over 23 years experience with Plymouth Chamber of Commerce (now Devon Chamber of Commerce) in various management roles.
During his time as the Training Manager, the Plymouth Chamber became one of the major training organisations in Plymouth. Rob gained extensive knowledge about the training needs of Plymouth businesses along with wide-ranging knowledge of the training provision that is available.
Rob also served as the Commercial Manager at the Plymouth Chamber of Commerce for over 8 years.
Our training consists of a combination of trainer presentations, demonstrations, and hands-on practical sessions in which participants complete practical, work-related exercises to reinforce the topics covered.
What really separates us from our competitors is that we truly care about our clients. We want to be the best, and for that to happen, every single one of our clients needs to be happy with our service so don't hesitate to contact us for any reason. We want to build relationships with people who want to work with us.
If you have a training requirement that is not part of our portfolio, we'll do our best to recommend someone else or to find you a suitable resource.
Rob Salt trades as a sole trader under the name Plymouth Business Training.
Mission Statement
To improve the professional lives of individuals and the performance of organizations through the delivery of high quality education and training services.
Core Values
Our core values define our company culture and provide the framework for what we deliver to our customers and employees each day.
Respect
For customers
For team members
For suppliers
For all people we interact with
Teamwork
Team members support each other's development and efforts
Each person in our company is a valued member of our team
Integrity
We always act with honesty
We follow-through and deliver on our promises
Accountability
We accept responsibility for our actions
We accept responsibility for our commitments
Continues Improvement
We strive to continuously improve our processes, products and services
We actively seek customer feedback to drive improvement and innovation
Open Communication
We communicate openly and frequently with all stakeholders
We encourage and value the contributions and opinions of all team members
Customer Commitment
We are committed to meeting the needs of our customers
We respond to all customer requests with speed
We strive to provide the highest standard of excellence in customer service
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