Spearhead Training > In-company Business > Complaint Handling Training

Complaint Handling Training
A one-day in-company training programme

This workshop is designed for people who use the telephone for their day-to day interaction with customers and need to handle difficult customers more effectively. The principles of good customer service are reviewed and techniques for handling difficult callers explored and practiced.

This training course is available as an in-company option only. We can also tailor this course or create a bespoke training course for you.

Programme Contents

Review of customer care standards
Understanding the needs of customers
Difficult People – who are they?
Why do people become difficult?
Dealing with different types of difficult callers
Controlling reaction
Assertive communication techniques
Showing empathy and understanding
Handling irate customers
Complaints – an opportunity?
Common complaints
Handling complaints using SARAH
Instant Role Play
Your Action Plans