Handling Complaints Program
This program gives participants a chance to talk about complaints they have had in the past and look at ways of being able to handle them more effectively in the future.
A range of scenarios based on individual organisations needs are used to ensure practical examples are discussed and issues resolved
Duration: Half Day (09:00am to 12:30pm)
Topics Covered
- Why customers are so important
- The pros and cons of having to deal with customer complaints
- The impact on the organisation if customers are not dealt with professionally
- What factors lead to a complaint?
- What actions we do that customers react positively or negatively to
- What actions we don’t do that customers react positively or negatively to
- Key points important to a customer to prevent complaints
- What we can do to prevent creating a situation that leads to a complaint
- How and why we are perceived positively or negatively
- What are perceptions and how do they impact on individuals
- How perceptions can affect the overall success of an organisation
- Handling awkward/challenging situations
- Dealing with a variety of awkward customer complaint scenarios
- Creating a way forward to prevent complaints from occurring and managing them professionally should they occur.
To find out more information regarding this course or to obtain a quotation please follow this link to complete our online enquiry form. Or follow the contact us link in the tool bar located in the top left hand corner of each page.
To register and make a booking to attend this course please follow the registration link in the tool bar located in the top left hand corner of each page, courses dates can be found by following the calendar link also located in the top left hand corner of each page.