Handling Customer Complaints

This course will help you understand and address two aspects of complaints: emotional and rational. It further shows you how to clarify complaints, lower anxiety for both parties, use practical guidelines, and apply a process that deals with both emotional and rational factors. Your relationships with customers therefore will be strong, smooth and satisfying.

Course Features

Practical – You will be equipped with people management concepts and skills related to handling complaints.

Interactive – You will be put in groups to discuss and come up with responses based on real scenarios.

Insightful – You will understand the underlying reasons why customers complain and anticipate strategies to reduce complaints and deal with them when they occur.

At the end of this course, you will be able to:

Understand and deal with emotional and rational aspects of complaints.

Clarify the real nature of the complaint

Apply methods to reduce stress when resolving complaints.

Implement a consistent process to resolve complaints.

Reduce the number and type of complaints received.

Maintain good customer relationships.

Course Information:

  • 12 hours (held over 2 days)
  • 9 am -12 noon; 1.30 pm - 4.30 pm
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