Aims To equip each candidate with new thinking on the positive handling of complaints to enable them to make more appropriate decision, follow clear instruction and guidance and to value how the complaint can ultimately improve organisational effectiveness reflect positively on the reputation of the team and the organisation and to give them the skills and understanding to behave and respond effec
•Creating a positive culture of complaint handling
•Importance of complaint handling and customer satisfaction
•Thinking from the customers point of view
•Body language in face-to-face interactions
•Do’s and don’ts of how to deal with complaints
•Customer complaints – the statistics
•Complaints as a good thing!
•Active listening techniques
•Creating a win-win situation
•Complaint resolution techniques
There are a range of effective complaints handling skills discussed on this course, careful monitoring and implementation of the skill would need to follow in order to establish improved practices long term.
Upon completion of the course each candidate will be able to:
•Identify the impact of poor complaint handling on the team and the organisation
•Identify improved ways of effectively handling complaints
•Highlight how body language and active listening can improve and help to resolve complaints
•Show an awareness of the key statistics relating to appropriate handling of complaints
•Show an awareness of the complainants position in order to help resolve complaints
•Develop new skills and techniques as demonstrated to adopt in the workplace
|Date / Start||Start Time||End Time||Location||Price||Spaces||Action|
|2019-02-25Monday 25th February, 2019||09:30:00||12:30:00||The Care School||£65.00
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