Handling Difficult Customers & Complaints

1024-SS-CS-102

Duration

1 Day  |  In-house at your offices or live online  |  Minimum 5 delegates

Description

Turn unhappy customers into loyal fans with a clear seven-step complaint process. Complaints are stressful when there is no plan. Most unhappy customers never say anything, so the ones who complain are giving you a chance to keep them. Delegates learn why customers complain, a seven-step resolution process, the verbal and non-verbal skills that show you care, and how to build a complaints policy, then practise in role plays with feedback.

Who should attend

Front-line sales and service staff, and the managers who support them.

What you’ll learn

• Understand customer expectations and the mindset behind complaints
• Follow seven steps to resolve any complaint
• Use confident verbal and non-verbal communication
• Decide which complaints to resolve and which to escalate
• Follow up to win back loyalty

Course topics

• Understanding the complaining customer
• The real cost of an unresolved complaint
• Creating a complaints policy
• Communication skills for complaints
• Seven steps to resolution
• Complaint simulations and feedback

How it works

On-site: we train at your offices for a minimum of 5 delegates. You provide the venue and refreshments and 1024 Training supplies all workshop material.

Online: we train live and remotely for a minimum of 5 delegates, with all material supplied electronically.