Effective Complaints Handling - Half Day

Southwark Employees Price: £100 Associates Price: £150

New

Who is it for?

Anyone who has to manage  customer complaints.

What does it cover?

Customer Focus

  • Defining good customer services - finding out what your customers want and need
  • Southwark’s values, vision and mission (how customer service helps achieve all three)
  • First Impressions - understanding your personal impact  and developing a professional image

Managing Complaints / Understanding the Escalation Process

  • Why do customers complain?
  • Identifying the customers "real problem”
  • Resolving the problems and issues 
  • Managing complaints and reducing escalation

Identifying and dealing with different ‘difficult’ customer types

  • Using effective techniques to manage confrontations and deal with difficult customers
  • Staying calm under pressure and managing responses
  • Learn how to use personal stress management techniques

Improving customer relations through effective communication

  • Using assertive communication as well as active listening and questioning skills to improve customer relations
  • Defusing a difficult situation though effective communication
  • Demonstrating empathy - exploring options and alternatives
  • Using information effectively

Personal Development Plan

  • You will be asked to create a list of actions that you can take forward as a result of the training, and will be expected to take responsibility for following up on these.

What are the course outcomes?

By the end of the training session, you will be able to:

  •  Define customer services within your organisation
  • Understand your personal impact on customers
  • Handle customer complaints efficiently reducing escalation
  • Focus on key issues and challenges relating to difficult/demanding customers
  • Develop and maintain a positive, customer focused, attitude 

Book dates available for this course

31 Oct 09:30 Training Room G01b, Ground Floor, 160 Tooley Street, London, SE1 2QH 9 Spaces Left 31 Oct 13:30 Training Room G01b, Ground Floor, 160 Tooley Street, London, SE1 2QH 10 Spaces Left 10 Jan 09:30 G06, 132 Queens Road, London, SE15 2HP 10 Spaces Left 10 Jan 13:30 G06, 132 Queens Road, London, SE15 2HP 11 Spaces Left 07 Mar 09:30 Training Room G01c, Ground Floor, 160 Tooley Street, London, SE1 2QH 11 Spaces Left 07 Mar 13:30 Training Room G01c, Ground Floor, 160 Tooley Street, London, SE1 2QH 12 Spaces Left 11 Jun 09:30 Training Room G01a, Ground Floor, 160 Tooley Street, London, SE1 2QH 12 Spaces Left 11 Jun 13:30 Training Room G01a, Ground Floor, 160 Tooley Street, London, SE1 2QH 12 Spaces Left

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