Handling Customer Complaints

This practical and interactive course will develop your skills to deal with complaints effectively and confidently.

Type of Course: Customer Service
Course Reference: HTPP-047

• Practise defusing customer anger and build rapport
• Enhance Communication skills
• Practise maintaining a professionalism under pressure
• The Skills required to create customer satisfaction
• Review ways to provide a solution
• Review ways of monitoring and analysing complaint levels and identify remedial action
• This practical and interactive course will develop your skills to deal with complaints effectively and confidently.

or email: heated@sheffield.ac.uk

*Click on the headings below to find more information about the course.

Course Objectives

• 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
• 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
• Personal Development Action Plan

  • Face-to-Face
  • Live Online

Contact us for your HEaTED discount

1 day course followed by a personal development action plan