“Customers don’t expect you to be perfect.
They do expect you to fix things when they go wrong.”
Donald Porter
Complaint handling is an essential and useful skill. Whether it is your customer who is complaining, or your client, supplier or even your colleague, you have a great opportunity to see yourself from another’s point of view. This feedback can prove to be invaluable and the handling of such criticism can do wonders for the image and productivity of your business.
It is often said that the way you handle a complaint is far more important than the solution you provide. Indeed, research shows that skilled handling can lead to long term customer loyalty. There is also an increased likelihood for your customers to spread the word and let others know about your great service.
Handling complaints well requires practice and an exposure to a wide variety of situations. This course is fundamentally designed around examples and scenarios to accelerate this exposure and help delegates to quickly go through a series of common scenarios. Critical examples are provided on how a particular situation can be addressed poorly and what better alternatives exist in handling such situations. By observing bad attitudes and conversations, delegates can quickly learn what doesn’t work and why. This helps them to remember the skills longer and apply them more successfully in real world situations.
Delegates get to participate in interactive exercises, group activities and roleplays to master the skills and become better at handling confrontations, aggressive or difficult people.
As always, the training resources contain all your need to run a course on handling complaints, including numerous exercises, workbook and comprehensive trainer notes.
In this highly practical course delegates will learn:
Audience: Anyone
Prerequisites: None
Course Duration: 1 Day
Course Level: Beginners & Intermediate
By the end of this course the delegates will be able to:
This course is designed around various scenarios and exercises and as a result is highly example-driven. In our experience, the most effective way of training is to let delegates go through example after example to see clearly what works and what doesn’t. From these examples, they can infer a pattern of behaviour which is remembered for a long time afterwards and is much more effective than going through a number of bullet-pointed guidelines.
Using the principles of Accelerates Learning, the interactive exercises also help to increase retention so the skills are used much longer after the course and are more likely to become habits over time.
The course also contains specific sessions on related topics such as assertiveness and body language along with relevant exercises that further help delegates to focus on these specific skills individually. This repetition over topics, in examples and scenarios and later in specific dedicated sessions, further enables delegates to fully understand the techniques and learn the skills during the course.
Specific Course Guideline
General Guide on Methodology and Training Delivery Best Practices
eBook: How to Increase the Impact of Exercises and Get the Best Results
More Information on What's Included in this Product
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Skills Converged is a unique company who provides professionally designed fully-customisable training course material based on the latest research in learning & development. Courses are designed with attention to detail both on content and style so that you can offer unique courses to your clients and get maximum results.
We can also provide this training course for your staff or your organisation anywhere in the UK. Please contact us for more details.