Handling Complaints

It is said that 91% of people don’t complain.  They prefer to get their revenge by not buying from a business that has given them an inferior product or a poor service.  More dangerous is the statistic that every dissatisfied customer shares their bad experience with another seven people.
 
 
They have a passive power and they know it! We complain for very different reasons, not all of them genuine ones, yet you need to treat each complaint on its merits. Knowing why people complain can help with the way you respond.  You can identify those who are upset and show empathy.
 
 
Chronic complainers or those who do it for the sake of it need firmer handling.  As for professional complainers, who are out to seek compensation or intimidate with threats of legal action, you need to be particularly careful about what you say and refer them on to someone more senior if necessary.
 
In this course we look at the reasons why and how people complain and why we welcome complaints. We consider internal complaints, defining our customer and company culture, and passing blame. We develop a policy for handling complaints, look at the psychology of communication and how to build customer loyalty. 
 
By the end of the workshop, your delegates will be able to:

Learn how to understand your customers' points of view.

Discover effective listening techniques.

Learn the importance of your non-verbal communication skills.

Learn how to give customer care on the telephone.

Learn how to write to your customers effectively and efficiently.

Learn techniques and strategies to handle customer complaints.

Understand the importance of taking complaints seriously for both external and internal customers.