This course is suitable for any one who needs to deal with customers on a regular basis. No prior knowledge is required.
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
The course runs from 9:30am through to 4:30pm. Refreshments are available from 9am.
We provide:
- Full course material
- Certificate of attendance
- 90 days post course support
- Note pad and pen
- Polos!
Also includes:
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.
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.