Complaint Handling

Complaint HandlingComplaint Handling
a 1-day in-company training course

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 complaints effectively is explored and practiced.

Programme Content

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

More Information:

Complaint Handling is one of our standard in-company customer service programmes and can be delivered to your customer service staff at a venue and date of your choice. If it is not exactly what you want then we can either create a tailored complaint handling course based on our extensive library of standard exercises and support materials or write a bespoke training course for you. We are happy to provide advice so please call 01608 644144 for help or use the enquiry form.

"Really like the approach, speed, obvious care and diligence the tutor takes"
EC Infotech Ltd

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