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Complaints Handling

Customer Care First
Course summary
Length: 4 hours
Location: London
Next available date: Enquire for details - London
Rating: (1 Reviews)
Course home page: Link
Course type: Open / Scheduled

Course description

Complaints Handling

Complaints Handling - 4 hours open / classroom training in London

This is an open / classroom training offered by Customer Service First in London. This highly practical and interactive training will enable delegates to deal with complaints confidently and efficiently to retain customers.

Upon successful completion of this training programme delegates will be able to:

  • Explore the concept of ‘challenges vs. perception’ – re-framing challenges and complaints positively
  • Develop confidence with their difficult customers
  • Learn how to step into customers’ shoes
  • Explore effective communication skills and the impact they have on resolving complaints
  • Gain understanding of how to manage their personal state in challenging situations
  • Explore the ‘4 dominant personality traits’ – how their customers are likely to complain and the best way to deal with them
  • Gain a practical approach to effectively resolving complaints and retaining their customers

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Suitability - Who should attend?

This classroom training is designed for Customer Service Representatives and Managers.

Outcome / Qualification etc.

This training will provide delegates with the ability to apply the acquired skills in a customer service environment.

Training Course Content

  • Explore the concept of ‘challenges vs. perception’ – re-framing challenges and complaints positively
  • Develop confidence with your difficult customers
  • Learn how to step into your customers’ shoes
  • Explore effective communication skills and the impact they have on resolving your complaints
  • Discover how to manage your personal state in challenging situations
  • Explore the ‘4 dominant personality traits’ – how your customers are likely to complain and the best way to deal with them
  • Gain a practical approach to effectively resolving complaints and retaining your customers

Expenses

The cost of this training programme is 125 GBP+VAT per delegate.

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About provider

Customer Care First

Customer Care First - Tailor-made and Ready-made In-house Customer Service Training across the UK

"A high standard of Customer Service and a Team that is excited to deliver it" - Customer Care First are passionate about helping companies to achieve and maintain this vision.   Customer Care First offers in-house Customer Service Training to companies across the...


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Contact info

Customer Care First


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www.customercarefirst.co.uk

Reviews

Jordon A.   |   26/07/2018
I deal with a lot of unhappy customers so attending this course and understanding the psycology of complaining customers and how I can adapt my approach to resolve situations was really useful. I also learnt ways of managing my pesonal response to those stressful situations, which I know will keep my calmer and more confident in the future.
          (5)
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Reviews
Complaints Handling
Course rating
          (5.0)
Based on 1 reviews
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