HANDLING COMPLAINTS

Course outline

Complaints are a fact of life; in fact 20% of customers will have a service problem at some stage of the relationship. Although many customers don’t complain; they just go away quietly. When customers DO make the effort to complain, 95% of them will repurchase if their complaint is satisfactorily addressed.

The key is to manage the complaint so the customer experiences attention and understanding which comes with effective complaint handling.

On this course, delegates learn:

• Facts about complaints and their impact
• Signs that a small problem could escalate and how to stop it in its tracks
• Reasons why customers complain and what they really want
• Listening and questioning skills that have a powerful effect
• Words that work and words that don’t
• The role of empathy and when to show it
• The power of an apology and how to deliver it in the right way
• Creative problem solving and how to present a solution
• The art of saying ‘no’ while maintaining the relationship
• How to reach a win-win situation and sow the seeds for the future.

This course will develop the skills of anyone who’d benefit from learning how to be more effective at handling complaints.

Contact us if you’d like to find out more about this course. If it’s not exactly what you’re looking for, talk to us so we can advise on a course to suit you.