Research shows that it costs five times more to attract a new customer than it does to keep an existing one. Therefore, when things go wrong complaints must be dealt with professionally and efficiently so that the business maintains a good reputation and retains customer loyalty. There is also the view that if a complaint is handled well the customer will be more satisfied than before. Service professionals need to be proactive in reducing the overall number of complaints by examining what caused the complaint in the first place. Address the simple issues for the customers eg moving a table a few inches to provide access to a plug for a laptop.
This course, through discussion, activities, video clips, presentations and role plays, will provide trainees with the skills and confidence to improve their complaint handling skills, enabling them to deal with challenging situations effectively and retain customers who might have taken their business elsewhere.
Who should attend
This course is suitable for those who are new to the complaint handling role and those who have been in the role for some time and want to improve on their existing skills.
It can be tailored as an inhouse programme to address specific needs within the organisation. There is the option to extend to a full day.
Maximum numbers: 12