Complaints Handling

• To have a greater understanding of the situation that many complainants may be in and the triggers of unreasonable or difficult behaviour
• How to develop skills in the use of words, tonality and delivery both face-to-face and over the telephone when dealing with complaints

• How to use your 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
• A strategy to present information in such a way as to achieve the best outcome

• Improved complaint handling
• Reduced staff pressure and stress levels
• Improved customer retention & repeat purchase

• Reduced negative PR
• Less likelihood of successful legal challenge
• Better and faster application of your complaints process

• To have a greater understanding for the situation that many complainants may be in and the triggers to unreasonable or difficult behaviour
• Understand how to develop skills in the use of :
• Words
• Tonality
• Body language
• Dealing with complaints:
• Face-to-Face
• Over the telephone

• How to use their own personal style and experience to develop rapport
• The essential assertiveness skills and how to use them to influence the aggressive or non-assertive behaviours of others
• Developing a personal influence strategy
• A strategy to present arguments, data or information in such a way as to persuade, influence and inform
• Developing self management tools to help manage personal stress and pressure

Available Packages:

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1 day

Folder, workbook, handouts, pen and certificate of attendance

To suit you

Up to 12 people

Righttrack programmes are energetic, exciting and highly participative, which create an impact and motivate participants to learn and embrace change

We utilise a blend of learning methods: practice sessions, group workshops, scenario-driven learning, assignments, self managed learning, shared group learning, accelerated learning and structured group learning