Effective Complaint Management

Course Overview

A 1 day course designed to take the HEAT out of customer complaints by providing participants with key skills for effectively dealing with difficult customer situations and managing aggressive, irate callers to achieve positive outcomes.

Course Content

This course will cover the following key areas:

  • Understanding Customer Expectations
    • some cold, hard facts about complaint management
    • profiling customer behaviour:aggressive/irate/demanding customers
    • understanding customer needs and the importance of win/win
  • Dealing with Difficult Customers
    • avoidable upsets
    • welcoming complaints
    • a 4 step model for effective complaint resolution
  • Key Communication Skills
    • the importance of effective listening
    • essential questioning techniques
    • voice quality and maintaining call control
  • Being Assertive
    • recognising your communication style
    • understanding the difference between being aggressive, assertive & passive behaviour
    • how to be more assertive
  • Maintaining a Positive Attitude
    • recognising the signs of service “burnout”
    • identifying stress and its sources
    • strategies to reduce and overcome service burnout

Learning Objectives

As a result of attending this program, participants will be able to:

  • Learn practical techniques which can be applied immediately
  • Recognise and meet customers needs, wants and expectations
  • Communicate effectively with customers
  • Understand the importance of assertion and when to apply assertive techniques
  • Apply the 4 step complaint resolution model
  • Develop and maintain a positive attitude

Course Format

This course is highly interactive in nature. It will involve group discussions, activities, role-plays, case studies, video analysis, individual reflection and action planning for on-the-job transfer of learning.

Module 1

Dealing with Difficult Customer Situations

  • Welcoming Complaints
  • Common Complaints
  • Types of Difficult Customers
  • Why do Customers Become Difficult?
  • Avoidable Upsets
  • A 4 Step Model for Effective Complaint Management
  • Complaint scenarios

Module 2

Key Communication skills

  • Call Management Techniques
  • The Importance of the Words you Use
  • Five Forbidden Phrases
  • Communicating Effectively
  • Active Listening Skills

Module 3

Assertion Skills

  • Being Assertive
  • Assertion Techniques

Module 4

Maintaining a Positive Attitude

  • Attitude is your Key to Success
  • How can I Use the Skills I have now Learnt

Workshop dates

Schedule for: 2010 | 2011

There is no schedule for this course for the selected year. Contact us for availability or try a different year.

Investment

$395