Training
Complaint Handling & Good Customer Service
This course will look at the characteristics exhibited by different types of customers and offers solutions as to the best way of handling them. Delegates will learn the difference between aggressive, assertive and passive behaviour and will practice exhibiting assertive behaviours during exercises. The course will look at complaint handling and how to structure your response.
Course Objectives
- Learn how to diffuse difficult situation
- Be aware of different types of customers and of the best way of handling them
- Turn complainers into happy, loyal customers
- Understand the difference in aggressive and assertive behaviour
- Learn not to take it personally
Areas Covered
- Diffusing difficult situations
- Dealing with demanding people
- Complaint handling process and techniques
Pre-Course Work
Think about and make a note of the good and bad points you have experienced as a customer when you have not been happy with goods or services you have bought - how was it handled?
Target Audience
All front line staff and management who are in day to day contact with customers by telephone or face to face.