Materials Available for Download Printable Course Overview (79 kB)

We all know the resounding negative impact an unhappy customer can have on a business. This program is designed to help frontline staff deal with complaints and difficult behaviour from customers.

How will this benefit me?

You will learn practical skills in a group setting, alongside other customer-facing employees and managers. Insights and techniques include:
• Developing strong relationships with internal and external customers
• Managing customer complaints and recovering service
• Understanding your own behaviour in conflict situations
• The six key steps to deal with a customer complaint
• The value of a complaint
• Complaint management processes
• Behavioural styles (DISC profile)
• Assertive communication

How will this benefit my organisation?

Improved techniques for understanding and handling customer complaints will have a dual impact, first on the confidence of the customer service staff and secondly on the relationship the organisation has with the customer. Participants completing this course will have a greater ability to deal with the emotion and stress of complaints and will be able to handle difficult customers more effectively, turning them towards positive outcomes.