People Skills - Handling Complaints Effectively

Venue: Broomfield Hall
Hours: 7.00
Cost (£): 325.00

Course Overview

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.

Course Content

  • The value of complaints
  • Influencing through language
  • Listening and being assertive
  • Six steps of complaint handling
  • Resolving complaints effectively
  • Applying skills to written complaints
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