The customer/client is always right! Even when they’re wrong! Or so the saying goes. Right or wrong? Handling complaints well can be a real challenge for both individual complaint handlers and the organisations being complained about. So this course has been designed and developed to help whether your role is tactical (getting your ear bent by angry callers day in day out) or strategic (putting in place the systems to deal with the complaints, learn from them and change where and when appropriate).
Handling complaints can be difficult, but successful organisations rely on satisfied clients and staff. The aim of this half-day course is to assist delegates in listening to, responding to and handling complaints more effectively and in a way that creates long-term loyalty.
Whether you are offering a service, an idea or a product, your customers and clients are increasingly demanding the best, fastest and most convenient and if they feel their complaint or objection is not being heard and dealt with effectively they will take their custom elsewhere. As important, is the way in which you handle internal complaints, so that they don’t escalate into destructive conflict. This course is aimed at those who want to improve the way in which they respond to and successfully manage complaints.
By the end of this practical and interactive course, through group exercises, discussion, case study and individual activities, delegates should be able to:
- Identify the range of complaints made by clients and members of staff and appreciate the source of those complaints.
- Understand why people complain and the sources of those complaints
- Design a procedure for welcoming and recording complaints and suggestions about improved performance and responses.
- Develop an effective complaint handling policy and set of procedures – and have a process in place that involves and shares with all members of your organisation who will be handling customer/client complaints
- Appreciate the importance of well-trained, motivated, empowered staff that are able to address complaints and view them as opportunities to improve, rather than as threats to be feared.
- Decide who in the organisation [front line staff, management, HR] is best to handle different complaint scenarios.
- Appreciate the importance of good communication skills – verbal, body language and active listening – in turning ‘customer complaints’ into ‘customer delight’ when dealing with complaints.
- Develop appropriate strategic problem-solving and conflict-resolution techniques to deal effectively with complaints.
- Recognise the triggers that result in a complaint escalating into a conflict.
- Learn how not to take complaints personally and to see them as an opportunity, rather than a threat.
- Develop a system for reviewing existing client and staff member complaint systems, which can be implemented to improve future performance.
Many of our organisational development courses are led by Sandy Keating. Her background is in marketing and management. She couples this with her extensive experience in adult vocational education and learning. It’s a highly effective combination.
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This workshop is available for in-house delivery which is cost effective if you’ve got more than a few people who need training with the added advantage that course content can be tailored to your specific organisational needs. Contact the trainer to discuss your requirements.