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Complaint Handling

Duration:

One day.

Intended for:

Complaints are a common factor for all businesses. Customers will always demand good value and equally effective service. Complaints can make or break an organisation, particularly now that the internet provides such an easy forum for customers to air their grievances. We need to ensure that our people are skilled in handling complaints. Not only will this help to solve problems as they arise, but will also help to improve our business as a whole.
These complaint handling training materials will help your front line staff to deal with complaints in a straight forward and effective way. As you would expect with Need More our approach takes participants through a number of activities to suit all learning styles and to ensure that the lessons learned stick long after the course is over.

Contents:

All the training materials necessary to run your own complaint handling course:

Why are complaints good for business? - In this activity participants consider why complaints are good for business and why unhappy customers should not be discouraged from complaining.
How to make a bad situation even worse - Participants discuss ways in which they can ensure that they handle their complaints badly and then relate this to their own experiences handling complaints.
Turning Complaints Around
Hostility - It is inevitable that some complainants will be hostile and this session provides participants with some tips to help them handle hostility.
Personal Abuse - Hostility can spill over into personal abuse. Participants learn how to handle this professionally by listening to a situation and discussing how they would handle it.
Complaint Handling Practice - Participants have the chance to practice the techniques they have learned using our simulations.

Objectives: