People Skills - Dealing with Complaints
Venue: Ilkeston
Hours: 7.00
Cost (£): 350.00
Course Overview
Gain the knowledge and skills to handle complaints effectively and leave your customers feeling valued. Offering a range of tips and techniques, this course aims to increase your confidence when facing complaints, help you to understand matters from the 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
Benefits for the individual
• Recognise the value of feedback
• Understand why customers become difficult/demanding
• Improve your ability to influence others through understanding and communication
• Ensure a positive outcome
• Improve the way you manage difficult situations
Benefits for the organisation
• Confident and knowledgeable employees
• Effective service recovery
• Reduced costs and increased profits
• Greater customer loyalty and advocacy