HANDLING CUSTOMER COMPLAINTS

COURSE OBJECTIVES

Gather information, even in a tense situation, in order to deal with the real problem.
Defuse customer anger and build rapport.
Communicate with confidence and assurance.
Maintain professionalism under pressure.
Create customer satisfaction.
Provide a solution.
Monitor and analyse complaint levels and identify remedial action.

COURSE DESIGNED FOR

Front line staff who are in daily contact with customers either face-to-face or over the telephone and need the essential skills to handle customer complaints with confidence and assurance.

COURSE DURATION

One Day

MAXIMUM NUMBER OF DELEGATES

Eight

IN HOUSE DELIVERY OPTION AVAILABLE

Yes


COURSE CONTENT



The Complaint - How to Control It ~

The damage complaints can do to your organisation
Making sure the complaint does not escalate
Accepting customer feedback graciously
Re-building the customer relationship
The various techniques required to handle written, telephone and face-to-face complaints

Communication that Works ~

Developing the right attitude - feeling good, thinking positively
How to sound confident, caring and helpful - building rapport
Active listening
Gathering the information
Checking understanding
Successful telephone techniques - the do's and don'ts

Remaining Calm - Not Over-reacting ~

Recognising how serious is the customer's concern
Defusing a difficult situation
Empathise with the complaint - don't join in the criticism
Gaining the customer's respect
Identifying common ground

Creating Satisfaction from Dissatisfaction ~

Ensuring the customer feels listened to
Let the customer know what can/will be done about their complaint
Taking responsibility for the successful outcome
Getting across your point of view - re-building commitment
Monitoring complaint levels versus performance standards
Identifying processes to deal with the most common objections
Influencing the organisation - collectively looking to avoid future problems

Personal Development ~

Creating an action plan