People Skills - Handling Complaints Effectively
This course will provide you with the knowledge and skills to manage complaints effectively and leave your customers feeling valued. Offering a range of tips and techniques, it aims to increase your confidence when dealing with complaints, provide a clear understanding from a customer’s point of view and ensure a positive outcome.
- The value of complaints
- Influencing through language
- Listening and being assertive
- Six steps of complaint handling
- Resolving complaints effectively
- Applying skills to written complaints