Customer complaints are not always a sign that something is wrong. They can often provide insight into opportunities for improvement. When handled professionally, negative experiences can be salvaged and turned into positive ones. Being able to assess and address customer complaints is key to making this happen.
Research suggests customers will continue doing business with you even after a slip-up, provided you are able to resolve their problem. In fact, in many cases customer satisfaction is higher after a problem has been effectively resolved than if the problem hadn’t occurred at all.
This course equips participants with the skills to handle challenging or difficult situations in a way which will increase customer loyalty, creating advocates for your brand.
By the end of this interactive training programme, you will be able to:
Module 1 - Why do customers complain?
Module 2 – Manage your reactions
Module 3 – Manage your emotions
Module 4 – Getting to the root cause
Module 5 – Listen actively
Module 6 – Build rapport
Module 7 – Dealing with the complaint
Module 8 – Pro-active complaints management
Get the most out of group training with our special discount! Register 3 of your participants together on the same course and only pay for 2.
Employees of professional or formally regulated bodies are generally expected to have CPD accredited training. This type of accreditation ensures that the training is knowledgeable, informed and constantly updated. It ensures our standards as a company are kept high and consistent.
We will never cancel a confirmed booking
We offer around the clock support
We customise our courses to suit your personal learning needs
Our courses are delivered by highly experienced industry experts
All our courses are accredited by the CPD Standards Agency
Training is hugely beneficial to both yourself and your company. It enables you to employ new technologies, increases your productivity and enables you to be more autonomous. Have a look here at our infographic on the importance of training and development!
Our course content is constantly reviewed and updated to ensure we stay up to date with all the latest trends. After every course is completed we review the feedback and improve the material where necessary.
Yes, we focus our training on ‘real-world’ scenarios and our trainers are all highly experienced and skilled in their relevant fields.
Yes, we offer certification with all our courses, every course is entitled to CPD (Continuous Professional Development) hours which you can put towards your professional portfolio.