Complaint Handling
Course Objectives
The aim of this course is to develop the delegate’s ability to effectively handle Customer Complaints, improving your company’s reputation, increase customer loyalty and resolve complaints before they escalate.
The Course Will Focus On…
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- Handle Complaints More Professionally
- Being able to deal with complaints over the phone, email, or Face-2-Face
- Empowering your Team Members with Effective Communication Skills
- Providing delegates with Proven Complaint Handling Skills
- Being able to handle challenging and aggressive customers much more successfully
- Practice Complaint Handling Techniques through Scenario Based Role Plays
- (provided by the client – Stuart can help with this if necessary)
- Providing better customer interactions whenever possible
- Deal with Emotionally Charged Challenges
- Deal with Abusive Customers
- Resolve Customer Conflict before it escalates
- Improving Listening and Questioning Skills
- Managing Customer Expectations
