Learn exactly how to deal with challenging customer situations.
In this training by Skills Management Australia, attendees will develop and practise their skills in dealing with and resolving customer complaints.
Participants will also learn how to assess and categorise complaints for the purpose of addressing them more efficiently.
This customer complaints training is a great complementary option to our customer excellence program and will benefit anyone who regularly interacts with and deals with difficult customers.
Why it is beneficial for businesses to receive complaints – Participants explore the reasons why complaints can be advantageous for businesses and why dissatisfied customers should not be deterred from expressing their concerns.
Ways to exacerbate a negative situation – Participants discuss approaches that could potentially deteriorate their complaint handling, then link these approaches with their own past experiences in managing complaints for improvement.
Developing complaint resolution skills – Utilise empathy, understanding, self-restraint, and active listening skills to effectively resolve grievances.
Dealing with hostility – It is unavoidable that some individuals lodging complaints will display hostility. This will be discussed, and strategies provided to address hostile customers.
Putting complaint handling techniques into action – Participants will have the opportunity to practise the skills acquired during this training to utilise them effectively in the workplace.
More than simple theory, our training programs incorporate practical learning activities, group discussions and trainer led feedback and guidance.
Also included is a digital learner guide, refreshments throughout the training, and a certificate of attendance emailed upon completion.
Book your spot online, or speak with a Skills Management representative.
