CATEGORY:  CUSTOMER SERVICE

Managing Customer Complaints

(Previously known as Front Line Skills 3: Managing Conflict and Complaints)

Who should attend

Customer service staff who deal with complaints and require skills in managing the process.  

What will I learn

Complaints happen. No matter how hard we try to keep our customers happy, problems can arise.  When a customer complains, they must be greeted with quick and effective responses. Not only will we teach you how to deal with these difficult situations and how to diffuse them with less stress, we will look at how you create an environment that is open to and accepting of conflict and complaints.

Workshop Content

• Understand why customers complain
• Complaint handling process
• Dealing with difficult people
• Managing your emotions
• Your ‘Good’ and ‘Bad’ Day Buttons
• The levels of conflict
• How you personally impact and influence conflict
• Assertive communication skills
• How to manage the issue and not the customer
• Ways to respond positively to complaints and turn these into opportunities

Productivity Improvements

On leaving this workshop you will be able to:

• Give a quick and effective response to customer complaints
• Create an environment that is open to and accepting of complaints
• Use a complaint to re-shape the ‘customer experience’
• Manage attitudes and feeling and remain professional in difficult situations
• Use complaints to improve your level of service
• Know when to pass a complaint onto a higher authority
• How to handle your emotions when managing angry and abusive customers
• Steps and styles to avoid conflict
• How you respond to conflict