Course Objectives 

By the end of the course, delegates will have:

• The Skills to gather information, even in a tense situation, in order to deal with the problem
• Practised defusing customer anger and build rapport
• Enhanced Communication skills
• Practised maintaining a professionalism under pressure
• The Skills to create customer satisfaction
• Reviewed ways to provide a solution
• Reviewed ways of monitoring and analysing complaint levels and identify remedial action

Course Content

The Complaint – How to Control It
The damage complaints can do to your organisation
Making sure the complaint does not escalate
Accepting customer feedback graciously
Re-building the customer relationship
The various techniques required to handle written, telephone and face-to-face complaints

Communication that Works
Developing the right attitude – feeling good, thinking positively
How to sound confident, caring and helpful – building rapport
Active listening
Gathering the information
Checking understanding

Remaining Calm – Not Over-reacting
Recognising how serious is the customer’s concern
Defusing a difficult situation
Empathise with the complaint – don’t join in the criticism
Gaining the customer’s respect
Identifying common ground

Creating Satisfaction from Dissatisfaction
Ensuring the customer feels listened to
Let the customer know what can/will be done about their complaint
Taking responsibility for the successful outcome
Getting across your point of view – re-building commitment
Monitoring complaint levels versus performance standards
Identifying processes to deal with the most common objections

Course Duration: One Day