HANDLING CUSTOMER COMPLAINTS EFFECTIVELY

The aim of this workshop is to equip you with the skills and confidence to successfully manage customer complaints

Who should attend?

Managers, supervisors and staff responsible for managing customer complaints

Benefits:

By the end of the workshop you will be able to:

• Identify different customer approaches to complaints
• Describe why handling customer complaints well is important to the organisation
• Apply a six step approach to dealing with complaints face to face
• Effectively handle customer complaints in writing
• Use customer complaints as an opportunity to improve your products and services

Course Overview:

• What do customers look for when they complain?
• The approaches people take to complaints
• Dealing assertively with customer issues
• A six step process for handling complaints face to face
• Best practice in responding to complaints in writing
• Practice session
• Learning from complaints
• Action planning

Style of the Course: The course is highly active and participative. During the workshop participants undertake activities, exercises and discussions to help them put what they learn into practice

COURSE LENGTH: ONE DAY WORKSHOP 09.00 TO 17.00 WITH AN HOUR FOR LUNCH

COURSE VENUES: LONDON & BIRMINGHAM

2008 COURSE DATES: APRIL 9 & SEPTEMBER 26. Other course dates available on request.

PRICE: £395 plus VAT. We provide discounts when booking 3 or more delegates. We can also run this course for you in-company at favourable rates for 4 or more people. Please contact us on 01628 526535 or info@thestairway.co.uk