Why are you shouting at me? : 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 or face to face.
This workshop combines practical knowledge, tools and techniques with the sharing of experience and best practice from other delegates.
What do we cover?
- Introductions and welcome
- Where do you think you are at the moment?
- Customer complaint quiz to get us going
- What does a role model customer complaint handler look like?
- Why people act the way they do
- Conflict Behaviour Model
- Understanding how we react
- The Service Recovery Process
- Convincing the customer
- Facts and communication
- Questioning, listening and non-verbal communication when handling complaints
- Strength and solutions – covering assertiveness, influencing skills and general confidence
- Skills practice
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 those more challenging customer situations.
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