Duration: 1/2 day
This is a key part of successful customer care, as well as being a powerful way of retaining customers and even building customer loyalty.
The price of getting it wrong is high, with disgruntled customers telling everyone they meet of the bad experience they had when dealing with your organisation.
Objectives
- Explain key reasons why customers complain.
- Give examples of the benefits of good complaint handling.
- Explain ways in which you can handle complaints more effectively.
- Give examples of how to positively handle a range of situations that can arise when
customers complain.
Programme
- Why do customers complain?
- Benefits of good complaint handling
- How should a complaint be handled?
- Positive complaint handling
- Using procedures
Features
Dual screen - Course members only see slides and exercises on screen. Trainer has full course programme available on laptop.
Single or mirror screen - Slides can be maximised from the Trainer's screen for viewing, although this does mean turning the projector on and off.
Power Point - Complete slide set included (11 slides)
Trainer's guidance notes - available in MS Word including one page handout and course certificate.
Exercises or notes - These can be printed from the Power Point slide set. 5 exercises included.
See it in action: http://www.uktraining.uk.com/videointro.html
