Location

Duration

Date

Fee inclusive of VAT

Course Overview

ThisCustomer Complaint Handling Training Courseaims to help businesses increase customer loyalty and retention by providing the skills and knowledge needed to deal with customer complaints effectively.

Course Objective

Understand what a complaint is and why people complain
Know what drives complaints in their individual organisation
Understand the skills and approaches needed to deal with customer complaints
Be more pro-active in identifying and fixing the things that cause complaints
Have a process to follow when dealing with a dissatisfied customer

Who Should Attend?

Anyone in a customer facing role (face to face and telephone) who deals with complaints.

Course Outline

Why People Complain
Complaint Handling Skills
Getting to the Root Cause
Dealing with Complaints
Being Pro-active
Complaints Procedure

Training Methodology

Presentation & Slides
Audio Visual Aids
Interactive Discussion
Participatory Exercise
Action Learning
Class Activities
Case Studies
Workshops
Simulation

Terms & Conditions

ACTrain reserves the right to alter the Course Schedule without Prior Notification, Fees Quoted are Subject to Terms & Conditions Outlined in ACTrain's Registration Policy

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