Effective Complaint Handling
Overview
This course will use real examples related to your business in help you deal more effectively and consistently with complaints. The training will provide you with the key skills to effectively handle a customer complaint.
Who Should Attend?
This training is aimed at anyone who has contact with customers and are wanting to be more confident in knowing how to deal with complaints.
Benefits To You & Your Organisation
- Understand the importance of having simply and effective procedures to capture complaints but also capture suggestions and requests for service made by your clients.
- Recognise that importance of motivated, empowered staff who are able to address complaints without referring
- Be able to know when complaints need to be taken to your manager
- Raise confidence in being able to use Active Listening, Problems Solving and Conflict Resolution Skills and Techniques
- Be able to recognise the importance of Performance Targets when it comes to Complaints and encourage a culture where complaints are see as an opportunity to improve service
- Recognise the importance of service standards and how they are related to client expectations
- Be able to review existing complaint systems and to make recommendations to ensure you have systems in place that can identify problems. These systems will help to inform changes in the business to further improve the experience of your clients