Handling Complaints... positively
Audience
This course is for anyone who handles complaint calls over the telephone and needs to achieve a win / win outcome for both customer and organisation that is both positive and action focused.
Objectives:
By the end of this course, delegates will be able to –
- Describe why it is important to listen – really listen
- List why ownership and accountability are the cornerstones of resolving customer complaints
- Create a plan of action that delivers customer satisfaction – not compensation
Course Content
- Giving the customer ‘room’
- Running the customers ‘angry clock‘ down
- Listening noises – good and bad
- Handling complaints is not a battle of wits or a game to be won
- Ownership, responsibility and customer confidence
- It’s not personal, it’s business
- Action planning for a win/win outcome
Benefits
- Reduction of escalated complaints through ‘getting it right first time’
- Improved customer satisfaction levels and staff morale
- Certificate of completion as a record of professional development