Complaint handling skills training

“Learn skills and techniques to turn-around customer complaints faster, easier, and more effectively.”

This half-day complaint handling skills live online training will help you answer customers’ comments, concerns, and complaints in person, online, by letter, email, and phone.

• How to respond to customer complaints and feedback correctly
• The right way to deal with complaints – on the telephone and in writing
• Using the PACES model for best complaint handling
• How to use your complaint process and escalation process
• How to give bad news – being up-front and using empathy
• Regain the customer’s goodwill and how to measure it
• Handling unhappy customers – practical things you can say and do
• Putting things back on a positive track

This highly practical training course will benefit all customer-facing staff, whether they are dealing with internal or external customers. You will gain more techniques and confidence to use them.

This course will be delivered by an experienced trainer with real expertise and knowledge in complaint handling and customer service.  The course will be informal, engaging, and include many practical activities.