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People Skills - Handling Complaints EffectivelyApply Now »

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Level:

Location: Broomfield Hall

Years: 1

Weeks: 1

Hours: 7.00

Start: Roll On Roll Off - Contact Us

Days / Times: Contact Us

Tuition (£): 325.00*

Interview: N

Course Summary

This course will provide you with the knowledge and skills to manage complaints effectively and leave your customers feeling valued.  Offering a range of tips and techniques, it aims to increase your confidence when dealing with complaints, provide a clear understanding from a customer’s point of view and ensure a positive outcome.

Entry requirements

This course is designed for anyone who is responsible for dealing with complaints and for anyone working in a service role where they may have to deal with customer complaints.

Course Content

  • The value of complaints
  • Influencing through language
  • Listening and being assertive
  • Six steps of complaint handling
  • Resolving complaints effectively
  • Applying skills to written complaints

How will I be assessed?

Benefits for the individual

  • Recognise the value of feedback
  • Understand why customers become difficult/demanding
  • Improve your ability to influence others through understanding and communication
  • Ensure a positive outcome
  • Improve the way you manage difficult situations

Are there any additional costs or specialist equipment required?

Benefits for the organisation

  • Confident and knowledgeable employees
  • Effective service recovery
  • Reduce costs and increase profits
  • Create customer loyalty and advocacy

What can I do after this course?

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* Tuition - This figure is the fee to be paid if you are not entitled to any concessions.
*** Co-Tuition - This figure is the fee to be paid if you are entitled to any partial concessions.

This course is run at the Broomfield Hall Campus

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