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Complaints Handling is a practical and interactive course with an emphasis on how to deliver exceptional service whilst focusing on the key objective of logging, managing medium to low priority complaints and escalating high priority complaints from customers.

A participant manual is provided for notes and a great resource for future use. This workshop is designed to enable participants to develop their skills and build upon ones that already exist.

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By the end of the course participants should be able to:

• Discover the potential benefits of achieving positive lasting impressions with customers
• Develop a mindset that will provide motivation and direction
• Calculate the potential damage one complaining customer may have on the organisation if their complaint is not resolved effectively
• Identify how to interpret problems as opportunities
• Uncover the real value of one customer and outline strategies to retain dissatisfied customers
• Structure complaint calls to achieve an outcome of customer rapport and create loyalty
• Describe the negative impact of poor call management techniques with a dissatisfied customer
• Practice managing calls using the complaints cycle identifying each stage and applying to personal experience
• Modify internal perceptions and assumptions when receiving complaints calls by applying the Service Cycle for understanding of what the customer is actually calling about
• Accept the impact of attitude upon the outcome of a challenging situation, and identify strategies to maintain a positive professional attitude
• Use strategies to increase rapport through behaviour modification to make more sense to your customer
• Identify techniques to effectively manage thoughts and emotions
• Assemble examples of positive phrases and recognise the impact of negative language on resolving challenging calls
• Discuss the difference between professional and personal situations when managing dissatisfied customers, and use assertive methods to achieve a win – win solution
• Evaluate negotiation strategies & models determining the most effective way to apply during conflict resolution
• Separate stressful behaviours and attitudes from the cause of the problem thus eliminating unnecessary stressors and dangerous situations
• Practice stress management activities that can be applied within the workplace

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