Handling complaints well requires practice and an exposure to a wide variety of situations. This course is designed around examples and scenarios to accelerate this exposure and help participants to quickly go through a series of common scenarios.
Poised and in control:
Complaint handling is an essential and useful skill. Whether you have an unhappy or a dissatisfied customer, you have a great opportunity to see yourself from another’s point of view. Handled well, this dialogue can prove to be invaluable and the handling of such constructive customer feedback can have a very positive impact on the image and productivity of your business. However, handled incorrectly the resulting loss of goodwill and potential business can be very damaging. It is often said that the way you handle a complaint is far more important than the solution you provide. Indeed, research shows that skilled handling can lead to long term customer loyalty. There is also an increased likelihood for your customers to spread the word and let others know about your great service.
What you will learn:
- You appreciate how complaints can benefit organisations.
- Use Active Listening techniques when handling complaints to establish rapport.
- Respond to common challenging scenarios.
- Communicate assertively with customers for a win-win outcome.
- Increase effectiveness using body language.
