Complaint Handling Skills Training
This highly practical live online training course will ensure that customers’ comments, concerns and complaints are dealt with correctly, first time!
Good complaint handling matters because it is an important way of ensuring that customers receive the service they are entitled to expect, and getting them to stay as customers!
In this interactive live online training event, you will learn the skills, ideas and knowleg to manage all types of complaints more effectively. Key points include:
• Learning and applying best practice examples from other organisations.
• Understanding the moral, legal and reputational issues involved.
• Getting it right first time and having a plan B for when you don’t.
• Using prompt sheets and a structured approach to customer conversations.
• Developing an effective escalation procedure and process.
• Being open and accountable and encouraging ownership of issues
• Acting fairly and proportionately whilst still being flexible
• Putting things right – fast, fully and with applied common sense
• Seeking continuous improvement – making changes to prevent or avoid future problems.
Six essential topics
Why customers complain and how to get them to complain more!
Identifying the best response to complaints - strategy
Complaint handling best practice - tactics
Sharing bad news and having difficult conversations
Handling complaints through structured conversations
Responding to complaint emails and letters
Free to attend. This is a lite version of our full one-day online blended learning course. www.brilliantcustomerservice.com