No Complaints? Complaints and the Customer

Introduction

Even the most successful business doesn’t get things right all the time, so it’s vital that staff have the skills in place to deal effectively with a dissatisfied customer’s emotions and solve their problem successfully.
The business that has the skills in place to resolve complaints to a customer’s satisfaction will benefit from improved customer retention and greater repeat sales.

No Complaints?: Complaints and the Customer is a great introduction to handling even the most difficult of complaints effectively.  The techniques explored will help staff defuse anger, establish the facts, agree an appropriate course of action and supervise the solution so that they can meet – and even exceed – the demands of dissatisfied customers.

Who is the course for?

No Complaints?: Complaints and the Customer is ideal for customer-facing staff who have had little or no formal training to develop the skills they need to handle complaints calmly and effectively and prevent them from recurring in the future.

This course is appropriate for any business sector, there are no formal entry requirements and employees do not need any prior experience.

What will you get from this course?

When you have completed this course, you will be able to:

• diffuse a customer’s anger and calm their emotions
• ask the right questions to establish the facts
• provide the customer with alternatives
• involve the customer in finding the right solution
• take personal responsibility for supervising the solution

Course features

Famous faces including Michael Kitchen and Stephen Tompkinson introduce a five-step approach to solving customer problems.  The course follows front-line staff in a retail outlet who make mistake after mistake when dealing with customer complaints before they realise customers need to let off steam, not fill in forms! 

Set in everyday surroundings, well-known performers act out realistic situations in a light hearted and entertaining way that will help you recognise some common errors and understand how to correct them.  The familiar settings and witty role play will help you to apply the material to your own workplace.

Before you begin you’ll take a short test to help identify any knowledge gaps. As you work through the course you’ll be presented with simple exercises to check your learning.

You can start the course straight away and access it at any time, providing you have the use of a computer with an internet connection. The course is available for six months from the date first accessed.

Other courses you might be interested in

Complaints and Quality Management: Quality through Customer Service
Understanding Customers
Steps to Success: Professional Customer Service Skills
Demanding Customers: Customer Care Made PERFECT
If Looks Could Kill: The Power of Behaviour
An Inside Job: Meeting Internal Customer Needs

Course code

104198BT029

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