Duration: 1 Day
- Delivered on your company’s premises or at a training venue that we will recommend, by one of our experienced, professional trainers.
- Comprehensive, high quality participant workbooks provided.
- The program content can be adjusted to address your requirements.
Designed For
- Customer facing staff of all levels.
- Leaders and professionals who are responsible for customer service or complaint handling.
Overview
This comprehensive and highly participative program initially quantifies the importance of effective compliant handling. It provides an opportunity to step back and analyse situations from the customer’s perspective in order to better appreciate their situation and why they are complaining. It then provides a flexible, yet robust approach for handling complaints and develops the necessary skills and attitudes for this, providing skill development opportunities.
Content
- The cost of complaints to your business and why complaints are an opportunity.
- Understanding the customer’s perspective: (1) Why they complain and what they want. (2) Why they may not complain and making it easy for them to complain.
- A framework for effective complaint handling.
- Developing professional complaint handling skills and attitudes.
- Investigation and questioning techniques.
- Encouraging, listening and displaying empathy.
- The importance of attitude.
- What “delighting customers” means and why it is critical to business growth.
- Adjusting communication style to respond to the style of the customer.
- Using Transactional Analysis to manage the customer interaction.
- Conflict handling styles and their application.
- Maintaining a positive attitude under pressure.
- Types of redress and when to apply them.
- How to respond in writing - structure and content.
Approach
An intensive, engaging and highly participative program involving demonstration of skills and techniques, skill practice sessions and personal feedback.
To Book Or For More Information
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