NO COMPLAINTS!
Objective:
Receiving complaints is inevitable-how they are dealt with will have a direct effect on your life-time customer relationship.
Staff need to have the skills, strategies and techniques to ensure that every customer experience is a pleasant one.
Who Should Attend:
All staff who directly come into contact with customers, both face to face and on the phone.
Course Content:
- The components of an effective complaint handling process
- Effective questioning techniques
- The fundamental ways of dealing with a complaint
- Recognising potential for conflict and being able to defuse emotions by effective listening.
Learning Outcome:
- Discover techniques to lessen the probability of complaints occurring and dealing with them when they do
- Learn the importance of recording and reviewing the nature of complaints to be able to identifying any
emerging trend
Recognise the importance of handling complaints well
Understand the customer’s point of view