Handling Customer Complaints

Overview

To provide participants with the crucial skills and confidence to improve their handling of customer complaints with the goal of reaching a satisfactory solution that increases customer retention and loyalty.

Learning

• By the end of this complaint handling training course, participants will be able to:
• Demonstrate empathy whilst maintaining control of the conversation.
• Establish customer’s needs through questions and listening.
• Defuse difficult customers’ emotional responses.
• Resolve typical work
• based complaints effectively.

Assessment

Qualitative assessment by tutor (For example: observations or demonstrations throughout course)