This course is suitable for any one who needs to deal with customers on a regular basis. No prior knowledge is required
Available as an in-house 1/2 day course. Contact us for more details.
Course overview
This focussed workshop will assist you with handling customer complaints in a professional and effective manner.
This highly practical workshop is limited to 4 places only.
Is this course right for you?
What will I learn?
- How to handle customer complaints so that they do not escalate and damage the reputation of your company
- A step-by-step process to deal with complaints
- How to make your communication work
- Tools for remaining calm
- Tips for handling different types of customers
- How to generate customer loyalty
Detailed course content
Handling Customer Complaints
- Why customers complain
- The damage complaints can do to your organisation
- Making sure the complaint does not escalate
- Accepting customer feedback
A step-by-step process for dealing with complaints
- Identifying processes to deal with the most common objections
- Active listening - gathering the information
- Showing empathy & building rapport
- Appropriate apologies
- Fixing the problem
- Let the customer know what can/will be done about their complaint
- Offering suitable solutions & negotiation
Communication that Works
- Ensuring the customer feels listened to
- How to sound confident, caring & helpful
- Gaining the customer's respect
- Assertive behaviour
- Using 'I' statements for assertiveness
Dealing with Complaints
- Understanding the customer's real problem
- Caring about the problem
- Saying 'no' constructively
- Knowing when to take responsibility
Remaining Calm & Not Over-reacting
- Staying calm under pressure
- Anger: What is it and why?
- Overcoming fear
- Getting across your point of view
- Defusing a difficult situation
- The power of behaviour
- Maintaining personal integrity and managing your emotions
Tips for Handling Different Types of Customers
- Typical customer types that we encounter
- Managing difficult & rude behaviour
Generating Customer loyalty
- Taking responsibility for the successful outcome
- Re-building the customer relationship
What to expect on the day?
The course runs from 9:30am through to 12:30pm.
You will learn in a relaxed environment with a small group of people. A specialist tutor will guide and encourage you through all the learning necessary to develop your skills and questions are always welcome.
Included with your course
We provide the following with online and training centre delivered courses.
- Course notes
- Certificate of attendance
Online Delivery
A link to the online training platform will be sent before the course, simply click the link and follow the instructions.
- See Virtual / Remote training information for more details
- Contact us if you'd like to test the platform before the morning of the course
- You can be located anywhere in the world with an internet connection and your computer
Our Training Centres
For training courses run at one of our training centres we include.
- Free onsite parking
- Refreshments
- Notepad, pen and Polos
Our Norwich on-site parking (NR3 1UB) is free and situated 5 minutes walk along the river to our training centre at St James Mill. If you arrive by train it is about 20 minutes on the Riverside walk or a short taxi ride to get to us. View full directions for Norwich and all our other venues.
Available as an in-house 1/2 day course. Contact us for more details.
Course overview
This focussed workshop will assist you with handling customer complaints in a professional and effective manner.
This highly practical workshop is limited to 4 places only.
Is this course right for you?
This course is suitable for any one who needs to deal with customers on a regular basis. No prior knowledge is required
What will I learn?
- How to handle customer complaints so that they do not escalate and damage the reputation of your company
- A step-by-step process to deal with complaints
- How to make your communication work
- Tools for remaining calm
- Tips for handling different types of customers
- How to generate customer loyalty
Detailed course content
Handling Customer Complaints
- Why customers complain
- The damage complaints can do to your organisation
- Making sure the complaint does not escalate
- Accepting customer feedback
A step-by-step process for dealing with complaints
- Identifying processes to deal with the most common objections
- Active listening - gathering the information
- Showing empathy & building rapport
- Appropriate apologies
- Fixing the problem
- Let the customer know what can/will be done about their complaint
- Offering suitable solutions & negotiation
Communication that Works
- Ensuring the customer feels listened to
- How to sound confident, caring & helpful
- Gaining the customer's respect
- Assertive behaviour
- Using 'I' statements for assertiveness
Dealing with Complaints
- Understanding the customer's real problem
- Caring about the problem
- Saying 'no' constructively
- Knowing when to take responsibility
Remaining Calm & Not Over-reacting
- Staying calm under pressure
- Anger: What is it and why?
- Overcoming fear
- Getting across your point of view
- Defusing a difficult situation
- The power of behaviour
- Maintaining personal integrity and managing your emotions
Tips for Handling Different Types of Customers
- Typical customer types that we encounter
- Managing difficult & rude behaviour
Generating Customer loyalty
- Taking responsibility for the successful outcome
- Re-building the customer relationship
What to expect on the day?
The course runs from 9:30am through to 12:30pm.
You will learn in a relaxed environment with a small group of people. A specialist tutor will guide and encourage you through all the learning necessary to develop your skills and questions are always welcome.
Included with your course
We provide the following with online and training centre delivered courses.
- Course notes
- Certificate of attendance
Online Delivery
A link to the online training platform will be sent before the course, simply click the link and follow the instructions.
- See Virtual / Remote training information for more details
- Contact us if you'd like to test the platform before the morning of the course
- You can be located anywhere in the world with an internet connection and your computer
Our Training Centres
For training courses run at one of our training centres we include.
- Free onsite parking
- Refreshments
- Notepad, pen and Polos
Our Norwich on-site parking (NR3 1UB) is free and situated 5 minutes walk along the river to our training centre at St James Mill. If you arrive by train it is about 20 minutes on the Riverside walk or a short taxi ride to get to us. View full directions for Norwich and all our other venues.