
Handling Complaints
£0.00
Course Code: PDHC0518V1-1
Duration: 1 Day
Target Audience: All customer facing staff
Min / Max Delegates: 8 / 12
Sector: People Development
Course Aims: To provide participants with the crucial skills and confidence to improve their handling of customer complaints with the goal of reaching a satisfactory solution that increases customer retention and loyalty.
Course Objectives: By the end of this complaint handling training course, participants will be able to:
- Recognise the key skills and qualities needed to handle customer complaints effectively
- Develop skills in building rapport and engaging with the customer
- Demonstrate empathy whilst maintaining control of the conversation
- Establish customer’s needs through questions and listening
- Defuse difficult customers’ emotional responses
- Resolve typical work-based complaints effectively
Format: Tutor led presentation with paired and group exercises and practical element
Assessment: Qualitative assessment by tutor
Categories: All, People Development