Investigating, solving and answering complex customer problems: Customer Complaints
Full course information 
Introduction
This is one of three programmes in our Customer Complaint Handling suite designed to support anyone who has a role in dealing with customer complaints on the telephone, face to face or in writing.
This workshop combines practical knowledge, tools and techniques with the sharing of experience and best practice from other delegates.
What do we cover?
- Welcome, introductions and aims of the day
- Getting those brains working
- The menace of “Yes, but” thinking
- Your role as a proactive problem solver
- Problem solving and our brains
- Circles of influence
- Group exercise around pre-workshop thinking
- The problem solving cycle
- Tools and creative thinking techniques to help you
- Case study
- Refreshing writing skills knowledge – letter and email
- Skills practice – pulling it all together using a complex case study
- Problem solving the barriers to problem solving!
What approach do we take?
This is a practical workshop encouraging contribution from delegates to spark the ideas of others. There is plenty of group work and skills practice combined with a workbook to take away which contains plenty of tips and techniques to handle complex customer situations as well as your own mental attitude and confidence.
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