Managing Complaints
One Day Course

Course Overview

This course has been designed to provide delegates with the skills required to manage complaints.  The course will provide the skills to enable a positive approach to be maintained towards colleagues and customers whilst investigating and handling complaints, leading to more effective working relationships and a higher level of customer satisfaction. 

Delegates Requirements

There are no pre-requisites for this course.

Who Should Attend

Anyone who has a responsibility for dealing with complaints within the organisation.

Course Outline

What Is Customer Service

Benefits Of Obtaining Customer Feedback

What Is A Complaint

Creating The Right Impression

Establishing Customers Preference

Why People Complain

Managing Complaints Assertively

Attitudes

Effective Questioning And Listening Skills

Reaching Agreement

Retaining Customer Confidence

Personal Awareness And Body Language

Action Planning; Designing And Implementing Customer

Feedback And Complaint Processes, Procedures And Policies

Questions And Answers

TO BOOK A COURSE
Telephone 01794 521449