Complaints Handling Skills Training - Telephone Complaints Workshop

Programme Content

To better appreciate the situation that many complainants may be in and the triggers to unreasonable or difficult behaviour
How to develop skills in the use of words, tonality and delivery over the phone when dealing with complaints
How to use their own personal style and experience to develop rapport as part of an influencing strategy

The essential assertiveness skills and how to use them to influence the aggressive or non-assertive behaviours of others
A strategy to present arguments, data or information in such a way as to persuade, influence and inform