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 Complaint Handling Workshop.pdf | 345.63 KB |
This one day workshop is designed for frontline teams who want to be more effective in dealing with customer complaints. It has been developed in conjunction with Supporting Customer Care Ltd and the content is drawn from years of experience in customer service and NLP and SDI behavioural approaches. The style of the day is fun, interactive and highly participative, using telephone recording equipment to practise skills, delivering a challenging and rewarding session!
Course Title: Complaint Handling Workshop
Dates & Venues: Various
Duration: 1 Day
Cost: Non-members: £350 per delegate
SOCAPiE members: 5%-20% discount according to membership category
Each delegate will receive a free one-year Personal membership of SOCAPiE worth £48.
There are two formats for course delivery:
Open Courses: These are made up from individual delegates and are held throughout the year
In-House: These are conducted on your premises and are held at an agreed time
TO BOOK: For either delivery method, please email enquiries@socapie.eu for more information.
DOWNLOAD: Complaints Handling Workshop Overview
WORKSHOP CONTENT
Here are details of the topics that will be covered and what participants will take away from each.
Understanding customers’ complaint behaviour
A practical toolkit for assertive communication – telephone and face-to-face
The power of language and how to use it wisely
How to recognise the point at which you can positively influence the customer
Is the customer always right? – how to say NO
Strategies and techniques to find acceptable outcomes in difficult situations
Balancing organisational and customer needs
An awareness of the power of complaints in generating customer loyalty
Managing emotions – yours and theirs!
Increased confidence in coping when the going gets tough
Appropriately assertive behaviour with customers
Insights into the impact of pre-suppositions when handling difficult situations
Avoiding escalation by finding positive ground
Tips and hints for managing stress and maintaining engagement
Understanding and applying company policy
A four step process for handling complaints successfully
Real-time play and skills practice
The trigger words to avoid that turn customers into complainers
