Complaints - Dealing with difficult customers - Three Hours

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Southwark Employees Price: £0 Associates Price: £0

New

Who is it for?

Experienced staff who regularly handle complaints

What does it cover?

  •  The complaint is from persistent complainers or is covering issues dealt with by earlier complaints
  • The complainant is abusive or aggressive
  • The complainant is refusing to engage or is unwilling to accept documented evidence of services provided as being factual 
  • They insist they have not had an adequate response in spite of a large volume of correspondence specifically answering their questions/concerns.
  • You are unable to identify the precise issues they wish to be investigated,
  • The complainant focuses on a trivial matter to an extent, which is out of proportion

What are the course outcomes?

  • Enable better complaints handling.
  • Build the skills to  be able to deal with difficult customers
  •  Understanding of  the Habitual Complaints Policy and other options open to you
  • Develop techniques for  closing out complaints effectively

Course Ratings & Reviews

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Very useful

The course gave me a much greater understanding of how to approach responses to customers that are known to be difficult. There was great course material to keep for future reference and the group discussions/activities were very useful.