Complaints Handling Training
Introduction
There is often a balance between responding appropriately to complaints and acting proportionately within available resources. However, prompt and efficient complaint handling can save organisations time and money by preventing a complaint from escalating unnecessarily. Learning from complaints can reduce the number of complaints in the future.
This training course focuses on giving delegates the skills and knowledge to promote a shared understanding of what is meant by good complaint handling and to help the organisation deliver first-class service delivery to all customers.
Overview
This course explains how to stay calm under pressure, not to over react, and how to remain professional when managing complaints, issues or incidents.
Customer expectations for speed, quality, cost control and delivery have increased and customers complain when their expectations are not met. When customers complain it can be a very stressful experience and remaining calm under pressure is key to retaining long-term customer loyalty.
This training course delivers challenge to delegates beliefs in managing customers' expectations of the service and organisation, whether they are internal or external customers.
Who should attend
If you are responsible for dealing with customer complaints (internal or external), then this course is for you.
It will show you how to manage angry and demanding customers' expectations and explain the tips and techniques to use to ensure that you stay calm throughout the whole process.
This course will benefit anyone whose role involves dealing with complaints, issues and incidents, in particular:
- First Time Managers
- Supervisors
- Team Leaders
- Sales Managers
- HR Professionals
- Project Managers
- Change Managers
- New Managers
- Staff Looking To Progress Into A Management Position
Course Content
By the end of this course you will be able to:
- Understand the impact you have on customers; negative and positive.
- Understand the change in your thinking and behaviour that is required to manage complaining customers.
- Recognise that it is important not to take complaints personally but to respond in a professional manner.
- Establish rapport with angry and abusive customers, and resolve their complaint.
- Appreciate the value to you and your customers when you remain calm and resist their pressure.
This course covers the following:
Personal Impact on Customers
- ?I'm good at managing my customers?- self-analysis
- What do your customers think about you and your organisation?
- The perception divide ? ?It's entirely your fault!?
Managing Customer Complaints
- Why Customers Complain
- Managing extremes of behaviour
- Managing emotion
Managing angry and abusive customers
- Managing the issue and not the person
- Managing your customer's emotion
- Staying calm under pressure
Generating customer loyalty
- Listening, acting and responding to customer needs
- Using the complaint to re-shape the 'customer experience'
- Genuine, sincere and proactive customer service
Achieving excellence in customer service
- Best Practice checklist
- Your customer experience statement
- Personal action plan
Cost
This one day training course can be delivered "in house" to your organisation network or partnership at the rate of just £749 per day.
To find out more about "in house" training with the CSP Academy please click here
To book this course now click the book online button below.
To discuss this course further please contact us on 0845 299 7144 or email learning@cspacademy.ac.uk.
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0845 299 7144
Part of the Safety Net Associates Group