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Complaints Handling Skills A 1-day ready-to-run development programme This 1-day complaints handling skills training workshop will develop delegates' skills in handling customer complaints of the widest variety, with particular focus on complaints received by telephone. To have a greater understanding of the situation that many complainants may be in and the triggers of unreasonable or difficult behaviour How to develop skills in the use of words, tonality and delivery both face-to-face and over the telephone when dealing with complaints How to use your own personal style and experience to develop rapport as part of an influencing strategy The essential assertiveness skills and how to use them to influence A strategy to present information in such a way as to achieve the best outcome Benefits Improved complaint handling Reduced staff pressure and stress levels Improved customer retention & repeat purchase Reduced negative PR Less likelihood of successful legal challenge Better and faster application of your complaints process

Complaints Handling Skills A 1-day ready-to-run development programme This 1-day complaints handling skills training workshop will develop delegates' skills in handling customer complaints of the widest variety, with particular focus on complaints received by telephone. To have a greater understanding of the situation that many complainants may be in and the triggers of unreasonable or difficult...

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