Complaints Handling
Course available: in-house only (on a date and location of your choice)
Duration: 1 day
This course aims to equip delegates with a comprehensive understanding of how to handle customer complaints and provide better customer service, whether it is face to face, on the telephone or via the internet.
Course contains:
- Techniques and strategies to handle customer complaints
- Assertiveness versus aggression
- Setting customer service standards
- Customer care on the telephone
- Building rapport with customers
- Delivering bad news
- Writing to customers
- How handling complaints can deliver benefits to the organisation at large.
Suitable for
All staff who are required to deal with customer or client complaints.
