People Skills - Dealing with Complaints

Venue: Broomfield Hall
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
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