Complaint Handling

Course Duration: 1 Day

It is important that as a customer service representative or manager, you have the skills to be able to handle complaints effectively, not only to enable you to demonstrate role model behaviour, but also to ensure you are able to resolve the customer’s complaint in a professional manner, meeting the needs of the customer and preventing a repeat contact/ongoing complaint.

When you have attended this course you will be able to approach all complaints with confidence knowing that your customers will believe that you understand them and will want to find the ‘right solution’ for them.

During this course you will…

  • Describe individual experiences of making a complaint call.
  • Identify how your mind-set can impact how you deal with complaints.
  • Develop strategies to improve your mind-set.
  • Asses the impact of words and phrases used during complaint calls and identify which ones you should stop, start and continue.
  • Learn techniques to develop your complaint handling skills.
  • Develop strategies to effectively handle own emotions and the customer’s.
  • Agree your next steps towards improving the service you provide your customers.