Overview

Being able to effectively manage upset customers and their complaints is a key skill in any organisation. Quite often this 'trying' time with customers can be the make or break of a customer relationship, and you'll need to mitigate the risk of negative word-of-mouth and other damaging fallout from unhappy clients. A well-managed complaint can often result in improved customer retention and business reputation. With this effecient and enjoyable video-led course you'll learn how to deal with these situations without loosing your cool, and effectively achieve a postive outcome. Split into 12 bite-sized 10-minute videos, each with a brief workbook to prompt thoughts and actions, you will find this course both down-to-earth and easy to apply in real life.

This complaints handling course will give you all the skills required to manage, communicate with and calm upset customers while effectively and professionally handling their complaint. Each video lesson has three areas to stop and reflect, using the the workbook provided for each section.

Topics for this course include

• Communication skills
• Listening skills
• Questioning skills
• Being assertive
• Difficult customer types
• Showing empathy
• Difficult customer techniques
• Handling conflict
• Abusive customers
• Negotiation skills
• Advanced difficult customer techniques.

Extra Information

Each topic includes a workbook that will help you apply the principles in your role and provide an action plan that you can work towards for each area.