Handling Complaints- One Day WorkShop

Course Overview

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:

  1. You appreciate how complaints can benefit organisations.
  2. Use Active Listening techniques when handling complaints to establish rapport.
  3. Respond to common challenging scenarios.
  4. Communicate assertively with customers for a win-win outcome.
  5. Increase effectiveness using body language.

Topics Covered

  1. Nature of Complaints
    1. Why people complain?
    2. Who complains?
    3. What people think of complainers?
    4. Correct attitudes towards complaints and handling complaints
  1. Listening Skills
    1. Different listener types
    2. Advantages and disadvantages of each listening type
    3. Active listening
    4. How active listening helps you handle complaints better
  1. Handling Complaints
    1. What types of complainers exist?
    2. Strategies to deal with each type of complainer
    3. Maintaining awareness to prevent encounters from becoming unproductive
  1. Complaint Handling Scenarios
    1. Common challenges when handling complaints
    2. How to handle aggressive complainers?
    3. How to stop people from using others as an audience?
    4. How to reduce the likelihood of confrontations?
    5. How to deal with slow speakers?
    6. How to manage careless remarks?
  1. Assertiveness Skills
    1. What is assertiveness?
    2. How to be assertive?
    3. How assertiveness differs from aggressive or passive behaviour?
    4. How to construct your sentences to express yourself assertively?
  1. Body Language
    1. Critical postures and gestures when handling complaints
    2. How not to appear defensive and confrontational?
    3. Postures to use to make people feel calm
    4. Body language signals best suited to assertive communication

Other Information

Cost: $1199 + HST
Duration: 1 Day (10 am to 5 pm with one hour lunch break)
Class Size: 1-3 participants
Registration Deadline: 4 weeks from first day of workshop We offer a 10% discount for each additional participant.

Payment Options:

  1. Individuals wishing to pay through Visa/Mastercard/Amex can call us at 647-748-7770
  2. For organizations wishing to pay through a company cheque, please request an Invoice and mail a cheque pay able to " 1437467 Ontario Inc" and mail to: 4789 Yonge Street, Suite 1014, North York, ON M2N 0G3

For More information please call us at 1-647-748-7770 or Email us at: support@train4career.net