Course Details
Aim of the Course
Receiving complaints is inevitable – how you deal with them will set yourself apart from your competition! The way that your frontline staff work with your customers in handling complaints has a direct impact on your bottom line and the lifetime value of your relationship with that customer! Make sure that they have the best skills, strategies and techniques to ensure that every customer experience is a memorable one with our "Complaint Handling Skills Course". This is a custom made course aimed at those people with direct contact with your customers whether it be face to face, on the telephone or via the internet.
Learning Outcomes
At the end of the course delegates will be able to:
- Recognise the customers’ Points Of View
- Build Rapport with customers
- Use the effective questioning and listening techniques
- Recognise the importance of voice tone and inflection
- Set customer service standards
- Recognise the importance of the lifetime value of a customer
- Write to customers effectively and efficiently
- Use techniques and strategies to handle customer complaints
- Identify how handling complaints can deliver benefits to the organisation
Who Should Attend?
- Staff who deal with customers on a daily basis face to face
- Telephone sales and service advisers
- Customer care teams
- Helpdesk operators Staff who are responsible for responding to emails and correspondence
Duration
- ½ or 1 day
