Complaint Handling
Aims:
Upon completion of the course delegates will be able to choose the best response to a complaint and structure responses effectively in order to reach a mutually satisfactory outcome.
Prerequisites:No previous knowledge is required
Duration:One Day
Fees:Course fees for this particular course will depend on your chosen Training solution. Please contact one of our Advisors for further information and pricing.
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You can download a PDF version of the course.
Download Complaint Handling course outline.
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Handling telephone complaints
- Listening techniques
- Listening modes and their impact
- Putting the customer at ease
- Handling unhappy customers
- Putting things back on a positive track
Identifying the best response to complaints
- Techniques to set a clear objective
- Tact & diplomacy
- How to ask for things
- How to give bad news
Choosing the right words
- Getting to the point and avoiding waffle
- Finding the right level of formality in your writing style
Responding by email
- Email etiquette
- Choosing the right structure for your content and objective
- Sending the right message
Responding by letter
- Choosing the correct structure, tone and style
- Standard forms of closures and enclosures
- How form letters can save you time
Polishing your prose
- Evaluating the effectiveness of your response
- Tips to maximise impact
