Customer Service Training
Righttrack Consultancy delivers bespoke customer service training solutions to help your team achieve:
Increased customer satisfaction
Improved customer relationships and loyalty
Reduction in complaints
Complaints Handling Skills
a 1 day in-company programme
Overview
This short complaints handling skills training programme develops participants’ skills in handling the widest variety of customer complaints. The programme may be requested in a format for predominantly telephone or face-to-face contacts, or a combination of both.
The programme is prepared to cover all types of complaint so that participants develop skills and confidence to deal with virtually situation they are likely to encounter. This includes how to deal with angry and abusive customers.
The content is very practical and provides a process that can be easily implemented by new and experienced staff alike. The programme can also include your complaints handling policy and procedures as appropriate.
Who Should Attend?
This Complaints Handling Skills programme is flexible and can facilitated to cover a range of experience levels. Those new to the role are exposed to a broad range of learning while the more experienced are focussed on more advanced elements.
Have learned the importance of handling complaints professionally and reliably
Have a greater understanding of the situation that many complainants may be in and a better appreciate what triggers unreasonable or difficult customer behaviour
Be able to respond to a complaining or angry customer with empathy and patience
Know when, and how to say ‘Sorry’ to customers
Have learned how to use appropriate words and tonality to when dealing with both face-to-face and telephone complaints (as appropriate depending on the delegate roles)
Understand how to deal with an angry customer in a calm and productive manner
Know how to adapt their own personal style and experience to develop rapport as part of an influencing strategy
Have learned essential assertiveness skills and how to use them to influence complaining customers
Be able to resist the unreasonable or unacceptable pressure of over-demanding and persistent complainants
Have developed a strategy to present solutions and information persuasively in such a way as to achieve the best outcome
Have set out a personal plan for continued improvement
Download PDF programme outline Complaints Handling Skills
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