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DEALING WITH COMPLAINTS, EFFICIENT STRATEGIES


Up to 12 people online
6-14 people face to face
Course can be tailored

Key Benefits


  • Recognise the key skills and qualities needed to handle customer complaints effectively
  • Develop skills in building rapport and engaging with the customer in challenging circumstances
  • Demonstrate empathy whilst maintaining control of the conversation
  • Establish the customer’s needs through questions and listening
  • Defuse difficult customer emotional responses
  • Resolve typical work based complaints effectively

Course Content:


  1. Identify the nature of customer complaints
  2. Understand what triggers difficult behaviour
  3. The importance of listening
  4. Take ownership of problems
  5. Solving customer complaints
  6. Empathy
  7. Prevent negative emotions
  8. Neutralise negativity - diffuse angry customers
  9. Turning disappointment into delight
  10. 5 ways of dealing with difficult people
Up to 12 people online
6-14 people face to face
Course can be tailored