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Dealing
With Complaints
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Learn
how to handle complaints quickly, effectively
and
in a professional and consistent manner
Course
Overview
Receiving
complaints is inevitable - how you deal with them
will set yourself apart from your competition!
The
way that your frontline staff work with your
customers in handling complaints has a direct impact
on your bottom line and the lifetime value of your
relationship with that customer! Make sure that they
have the best skills, strategies and techniques to
ensure that every customer experience is a memorable
one with our "Complaint Handling Skills
Course".
This
1-day in-house course
is aimed at those people with direct contact with
your customers whether it be face to face, on the
telephone or via the internet.
Who
Will Benefit From The Course?
- Staff
who deal with customers on a daily basis face to
face
- Telephone
sales and service advisers
- Customer
care teams
- Helpdesk
operators
- Staff
who are responsible for responding to emails and
correspondence
What Will You Gain From the Course?
- Describe
The Components Of An Effective Complaint
Handling Process
- You
Will Know How To Understand Your Customers'
Points Of View
- Learn
How To Build Effortless Rapport With Your
Customers
- Discover
The Most Effective Questioning And Listening
Techniques
- Learn
The Importance Of And Practice Your Non-verbal
Communication Skills
- Customer
Care On The Telephone - The Importance Of
Tonality & Inflection
- Setting
Customer Service Standards
- Understand
The Importance Of The Lifetime Value Of A
Customer
- Learn
How To Write To Your Customers Effectively And
Efficiently
- Learn
Techniques And Strategies To Handle Customer
Complaints
- Learn
How To Be Assert Without Being Aggressive To
Your Customers
- Use
tracking and trending techniques of complaints
for continuous improvement activity.
- Understand
how handling complaints can deliver benefits to
the organization at large.
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Would
You Like To Make An Enquiry Or Ask A Question?
Call
us for FREE
on 0800 849 6732
Email
us at enquiries@mtdhr.com
Complete
our online form
What
Makes MTDHR Different From The Rest?
Reason
# 1
We
Will Design And Deliver A Custom Designed Solution Centred
Around Your Training Needs And Requirements At No Additional
Cost To You.
Reason
# 2
Our
Courses Are Rated 9.1 Out Of 10 On Our Feedback Forms
And 100% Of Our Clients Say That They Would Use Us Again
- Your Staff Will Be In Safe Hands!
Reason
# 3
We
Supply Only The Very Best Trainers For Your Event. We
Will Select The Trainer That Has The Highest Skill Level
And Experience Relative To Your Requirements. Our Trainers
Are Specialists In Their Fields - This Means That Your
Staff Receive The Very Highest Standards Of Training
Content And Delivery.
Reason
# 4
Every
Manager That Attends A Course Run By MTD Will Receive
Unlimited
Post-Course
Email & Telephone Support Whilst They Are Implementing
The Techniques And Strategies That They Have Covered
On The Course. After All, That's When The Real Work
Starts!
Reason
# 5
We
Offer You Great Value For Money. Our courses start from
as little as £695 per day for in-house training.
This provides incredible value for money especially
when you bear in mind that the cost includes:
- All of the preparation time required
in order to gather your requirements and to get an
understanding of your training needs.
- The time and expertise required to
design and develop your bespoke course
- The delivery of your event by a highly
experienced and specialised trainer
- Top quality course materials, manuals,
handouts, assessments etc
- Lifetime unlimited email and telephone
support after the course
- Providing feedback on the success
of the event and on individual training development
needs
Reason
# 6
Our
Delivery Methods Will Ensure That Your Event Is A Success
Or We Will Refund Your Money In Full. We use a variety
of learning methods including accelerated learning techniques,
exercises, case studies, role-plays, emotional intelligence,
competency, team games, business simulations, online
learning and reflective learning techniques.
Reason
# 7
We
Provide Flexible Solutions For Your Training Needs.
Whether It Be Through A Course, One On One Coaching
Or A Management Development Programme, We Can Design
A Tailor Made Solution To Exceed Your Expectations .
Reason
# 8
If
you are looking for an accreditation for your course
we can give you one! We are an endorsed provider with
the ILM (Institute Of Leadership & Management).
That means that we can bespoke a course for you and
then the ILM provides you with course awards and certificates.
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