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Efficient and robust Complaint Handling Workshop
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Description
If you have received a complaint, the temptation may be to rush to ‘close complaints down’. This will leave customers feeling that they are being ‘handled’ rather than dealt with – and feel valued as individuals. It is important to remember that your aim is always to give the highest standard of customer service possible – and this should never change, regardless of whether a complaint has been made.
This course will help participants learn how to handle complaints and negative online reviews with confidence and professionalism. The course will enable them to communicate effectively with customers experiencing frustration, stress, and anxiety from the complicated processes of buying products or services and will equip them with the skills necessary to defuse emotionally charged people and regain their trust. The course will allow them to investigate customer frustrations without furthering their dissatisfaction, formulate sustainable solutions, and effectively manage customer expectations during the process. Participants will be able to apply the knowledge gained in daily communications with customers, enabling them to engage more effectively as they do so. In this workshop we will look at:
Receiving Complaints: Ownership, Preferences & Attitudes
Learning Objectives:
- Understand the psychology and expectations of a complaining customer.
- View complaints as an opportunity to retain customers, learn and improve.
- Understand your own behavioural style and adapt responses to build trust and rapport.
Engaging Complainants: Listening, Empathising & Connecting
Learning Outcomes
- Recognise customer emotions and select the correct level of empathy.
- Defuse emotionally charged customers by neutralising negativity.
- Engage with customers and build natural rapport – helping to remain in control of conversations.
Validating Complaints: Questioning & Root Cause Analysis
Learning Outcomes
- Validate complaints and respectfully align invalid complaints.
- Know when to provide an immediate fix vs. conducting more detailed investigations.
- Pinpoint reasons for the complaint – Root Causes & Drivers.
Resolving Complaints: Redress & Expectation Management
Learning Outcomes
- Ensure the value of solutions reflects the nature/seriousness of the complaint.
- Link decisions with desired outcomes so customers feel listened to and treated fairly.
- Reduce the likelihood of being challenged when delivering unfavourable outcomes.
Highlights
Delivered Online
All levels
Full day
About Own Your Success
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Edinburgh
About Own Your Success
It's as simple as that. We want professionals to OWN THEIR SUCCESS!
Progressive professionals who want to be at the forefront of their organisation and sector, encouraging best practice implementation and personal and staff growth, need to ensure they are continuing to invest in themselves.
Whether you are a current or future leader, owning your career, learning from peers and understanding modern tools and techniques is the only way to truly establish yourself as a front-runner in your space.
OYS offers proven programs that are designed to provide you with key insights and outcomes that will allow you to elevate yourself as a leader and encourage the elevation of the team around you.
As an attendee at one of our programs, you will create and start implementing your OWN roadmap, which will enhance YOUR capability and create a clear pathway for future SUCCESS.
Visit our events page to view up-and-coming programs best suited to you and your business.
Mission Statement
Own Your Success is dedicated to delivering the highest quality training events and unique and memorable delegate experience - delivered with enthusiasm, liveliness and excitement for professionals advancing their careers.
Our Values
Transparency
As an organisation, we need to demonstrate honesty, openness, accountability, and a straightforward attitude towards all business interactions – our clients, facilitators and internal team.
Collaboration
We are a learning organisation and we need to listen to our clients, facilitators and team to make sure we work together to be successful in our mission to deliver the highest-quality learning experience. We need to work together to learn and make the right decisions for everyone involved with our organisation.
Fun
We have all heard the quote; "If you love what you do - you'll never work a day in your life," but this is what we stand by. We love helping and developing people to be the best version of themselves. If you’re having fun then that means our clients are going to get the best experience possible. We are serious about developing people, but who says you can’t have a chuckle whilst doing it.
Communication
We need to effectively communicate to make sure our clients have the best learning journey possible. If we can't, then how can you trust us to develop you? Communication is a major part of a professional’s journey and so it’s a major part of ours too. Therefore our focus is strong communication with our clients, facilitators and team to make sure we deliver on what we set out to achieve - the best quality training programs for professionals advancing their careers.
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