Course Aims

This one day complaint handling training day is aimed at staff who are likely to be interacting with customers regularly. This contact could be face to face, telephone, e-mail, or letter.

Course Objectives

At the end of this workshop, delegates will be able to:

Identify why customers complain
Gather all the facts relevant to the complaint
Manage the emotions of the complainant
Control their own reactions to aggressive behaviour
Offer effective alternatives
Gain agreement and support
Consider the reason for the complaint and its solution

Course Agenda

How customers are lost and the financial impacts
How good complaint handling positively increases loyalty
Recognising customers behaviour
Escalation of feelings
Taking ownership
Empathy skills
Call control and questioning
Listening skills
Negotiating resolutions
Compliance to law/regulations
Summary & Action Plans