Handling Customer Complaint Effectively

by Plymouth Business Training Claim Listing

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.

Price : Enquire Now

Contact the Institutes

Fill this form

Advertisement

Plymouth Business Training Logo

img Duration

1 Day

Course Details

Intended 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

  • Plymouth Branch

    91 Mayflower Street, Plymouth

Check out more Conflict Management courses in UK

MRT Group Logo

Managing Conflict

MRT Group is an independent consulting, development and training company, offering a wide range of training, development, coaching and facilitation.

by MRT Group [Claim Listing ]
Phenomenal Development Logo

Feedback & Difficult Conversations

Feedback & Difficult Conversations Course Is Offered By Phenomenal Development

by Phenomenal Development [Claim Listing ]
OACD Logo

Conflict Management

Often conflict issues in the workplace escalate as they are not tackled as they occur. Managers may be “too busy” to regularly check in on how employees are performing. Others don’t like confrontation and ‘hope’ issues will blow over if they ignore them. This is rarely the case.

by OACD [Claim Listing ]
In Professional Development INPD Logo

Conflict Transformation

Conflict is the single largest cause of poor performance, dissatisfaction and job turnover. The aim of conflict transformation is to reduce the level of conflict in the workplace through a proactive approach. Increasingly, it is seen as having more of the answers than conflict management techniques

by In Professional Development INPD [Claim Listing ]
ZOE Talent Solutions Logo

Conflict Management

Workplace conflict is inevitable and unavoidable, but when it becomes detrimental, it may impact recruitment, productivity, creativity, retention, and ROI.

by ZOE Talent Solutions

© 2024 coursetakers.com All Rights Reserved. Terms and Conditions of use | Privacy Policy