Professionals of all levels who have contact with customers.
Leaders who are responsible for complaint handling.
This comprehensive and highly participative programme initially quantifies the importance of effective compliant handling.
It provides an opportunity to step back and analyse situations from the customer’s perspective in order to better appreciate their situation and why they are complaining.
The programme then provides a flexible, yet robust approach for handling complaints and develops the necessary skills and attitudes for this, providing skill development opportunities.
The cost of complaints to your business and why they are an opportunity.
Understanding the customer’s perspective:
– Why they complain and what they want.
– Why they may not complain and making it easy for them to complain.
A framework for effective complaint handling.
Developing professional complaint handling skills and attitudes:
– Investigation and questioning techniques.
– Encouraging, listening and displaying empathy..
– The importance of attitude.
What “delighting customers” means and why it is critical to business growth.
Adjusting communication style to respond to the style of the customer.
Using Transactional Analysis to manage the customer interaction.
Conflict handling styles and their application.
Maintaining a positive attitude under pressure.
Types of redress and when to apply them.
How to respond in writing – structure and content.
To Book Or For More Information
Please call us at 6232 2722 or email.
Our Programmes Include
Engaging, interactive delivery style.
Comprehensive, high quality workbooks.
Content adjusted to meet your requirements.
Your company logo added to our materials.
Choice of experienced trainers.
We invoice per programme, not per pax.