Booking options
£420
£420
Delivered Online
Full day
All levels
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:
Validating Complaints: Questioning & Root Cause Analysis
Learning Outcomes
Resolving Complaints: Redress & Expectation Management
Learning Outcomes