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Handling Customer Complaints

Handling Customer Complaints

Build your customer relations soft skills!

Businesses and organisations who handle customer complaints in a positive manner, and whose employees can effectively respond to challenging behaviour remain resilient and hold onto and build client numbers and satisfaction.

Learn these critical skills in this short course.

  • Course Description

    The following topics will be covered:

    What does good customer service look like?

    • Customer service awareness
    • Good and bad customer service

    Body language

    • Building instant rapport and trust with your customer, face-to-face

    Telephone technique

    • Effective phone greeting/welcome
    • Updating techniques (keeping your customer updated on what you are doing to help them)
    • Verbal nodding/acknowledgement techniques
    • De-escalation techniques

    Vocal tone

    • How your tone of voice affects the outcome of the discussion

    Written responses

    • How to respond to emails and formal letters
    • Recording, reporting and following up customer complaints

    Handling difficult customers

    • The process of handling a difficult customer
    • Creating, managing and following up a specific outcome to assist the customer
  • Study Mode

    This course is delivered face-to-face in a classroom setting, including discussion and some written activities.

  • Course Duration

    The course runs for one day between 9.30am – 4.00pm.

  • Other Information

    Tea and coffee are provided. You are responsible for bringing your own lunch and snacks. For further information please contact Frank Unger on: 03 9288 9925 or 0437 052 709.

READY TO START?

Register your interest or find a course near you!