Handling Customer Complaints

Course title

Handling Customer Complaints

Overview

An advanced course for all service personnel who handle customer complaints

Objectives

Define the key characteristics and needs that underlie difficult behaviours

Use ’disarming’ techniques to defuse anger and hostility

Develop skills in handling challenging service situations and difficult customers

Develop skills to handle angry customers

Learn how to say ‘no’ when necessary

Learn to stand your ground assertively when faced with unreasonable demands

Content

Redefining best practice in customer handling

Understanding the different personality types

What do ‘difficult’ customers have in common?

Techniques for dealing with unreasonable and difficult behaviour

Handling angry & upset customers

The power of ‘disarming’ techniques

Learning to say ‘no’

Standing your ground

The power of negotiation & compromise

Delivery

In-company programme (typical group size: 8-12 attendees)

Duration

1 day

Fees

Subject to quotation

Course description

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