How to Manage Complaints Effectively training – 1/2 day face to face
July 12 @ 9:30 am - 1:00 pm
Duration ½ Day
Our immediate reaction to any sort of complaint, is often – and naturally – very
defensive. Therefore we need to be able to deal with complaints successfully with a
However, people who complain to us are giving us a second chance – they have not
already gone to the competition. So our whole aim must be to solve the problem
and keep the customer.
This course enables people to practice practical guidelines for managing customer
We take an interactive approach, using a variety of teaching models including
lecturer input, individual and group exercises to allow delegates to explore their
previous experience in this area and experiment with a range of situations in a nonthreatening environment.
This course is suitable for all staff.
At the end of the training the delegate will be able to successfully:
• Identify techniques for dealing with difficult customers
• Calmly acknowledge when there is a problem
• Understand the problem
• Find the solution to the problem
• Ensure the customer is satisfied with the solutions offered
using the documentation and support provided.
1. Improving Communication
In this module we examine the principles of communication, barriers to
achieving successful communications and ways to break down those
2. Defining Our Customers
Here we identify who our customers are – both internal and external. We
examine customer expectations, basing them on our own experiences. Next
we look at how we want our customers to perceive us and how we think they
actually do. Finally, we look at ways of bridging any gaps or dissonances
between the two.
3. The Telephone and How We Come Across On It
A great deal of communications in business are done by telephone rather
than face to face. Here we look at how we create impressions on the other
party and what the effect of those impressions can be. We move on to
discover features of our own voices and how they strike others.
4. Welcoming The Call and Caring for Our Customers
In this module we examine how we can create the atmosphere which will
best lead to effective communications which achieve their purpose.
5. Choosing the Right Words
Here we look at how our choice of vocabulary, as well as attitude and
approach, can influence the effectiveness of the call.
6. Modern Good Practice on the Telephone and House Style
In this module we discuss and identify various ways in which an
organisation’s image can be affected by the calls in which their staff are
involved. We talk about house styles in general, discuss any agreed house
styles in place within the organisation and practice these within the group,
analysing each element of the call and the way in which individuals handle it
in a range of circumstances.
7. Identifying the Purpose, Leading the Way and Call Control
This module examines the various purposes which a call can serve and
techniques which improve the likelihood of success. We look at questioning
and control methods.
8. Making Outgoing Calls and Dealing with Difficult Calls/Customers
Here we look at the importance of preparation and at ways of dealing with
difficult calls and difficult customers.