Complaint Handling Training

A one-day in-company training programme1 Day - On Request

This course is one of our standard in-company programmes and can be delivered to your people at a venue and date of your choice. If it is not exactly what you want then we can either create a tailored course based on our extensive library of standard course materials or produce a fully bespoke training course for you.
Course Overview:
This workshop is designed for people who use the telephone for their day-to day interaction with customers and need to handle difficult customers more effectively. The principles of good customer service are reviewed and techniques for handling difficult callers explored and practiced.

Programme Contents

Review of customer care standards
Understanding the needs of customers
Difficult People – who are they?
Why do people become difficult?
Dealing with different types of difficult callers
Controlling reaction
Assertive communication techniques
Showing empathy and understanding
Handling irate customers
Complaints – an opportunity?
Common complaints
Handling complaints using SARAH
Instant Role Play
Your Action Plans