This course is suitable for any one who needs to deal with customers on a regular basis. No prior knowledge is required.

• 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

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:

• Free on-site parking
• Refreshments throughout the day
• Lunch at a local restaurant
• Free WiFi

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.

• Customer Care
• Negotiating Skills