complaints handling skills
This complaints handling skills training manual is available for just £495.
This one day complaints handling skills training workshop will develop
delegates' skills in handling customer complaints of the widest variety, with
particular focus on complaints received by telephone.
 Download Example
By the end of the programme you will be able to:
- Appreciate the possible approaches when responding to complaints
- Understand and respond to the unique challenges when dealing with complaints over the telephone
- Understand assertiveness and where this fits within other communications behaviours
- Be aware of the contribution that words and non-verbal messages have on your conversations
- Gain the knowledge to understand a complainant’s feelings and behaviours
- Understand different question types and how they can be used in acknowledging and handling complaints
This training manual comes with:
- One hard copy of the full training manual including:
- Trainer programme running notes
- Activities & answers
- Course materials list
- Electronic copy of the workbook and any handouts
- PowerPoint slides
- Unlimited reprinting rights for the workbooks and handouts
- Unlimited number of users
Train The Trainer
Why not purchase one of the following programmes to ensure your training programmes are a success:
- 1 day in-company Train The Trainer programme to train delegates on this training manual for £950 plus £50pp. This programme is based on the assumption that delegates have already been trained to train
- Righttrack Trainer Accreditation - observation and feedback on your trainers. £750 for one trainer plus £100pp for every extra trainer (all on same day)
- If you don't currently have any trainers, then take a look at our
Train The Trainer section
Want to buy this manual? Then get in touch now.
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