Complaint Handling

Primarily targeted at staff who are likely in the course of their work to have to deal with unsatisfied customers. Complaints present you with an opportunity to identify and rectify specific problems with your current services, systems, or products. A complaint can help to develop your relationship with a customer by allowing you to demonstrate how valuable their custom is by taking concerns seriously, dealing with their problem effectively and professionally. This course will develop essential skills in customer service.

Key Objectives

After attending this course delegates will be able to:

• Create and maintain positive customer relationships
• Establish the facts and identifying solutions
• Put themselves in the customers shoes
• Handle complaints positively to improve future service delivery
• Turn complaints into positives

Course Outline

• Why customers complain
• Remaining calm and assertive
• Creating a win – win situation
• Dealing with the facts
• Importance of professionalism
• Maintaining a positive relationship

Key Benefits

• Increased customer satisfaction
• Greater customer retention and repeat business
• Reduced risk of future complaints
• More effective teamwork between departments

Our Business Development Team are happy to answer any queries you may have regarding the availability of places. For further information on any of our services and courses contact them by telephone on 024 7623 1122, email at events@cw-chambertraining.co.uk

Our Business Development Team are happy to answer any queries you may have regarding the availability of places. For further information on any of our services and courses contact them by telephone on 024 7623 1122, email at courses@cw-chambertraining.co.uk