Handle Complaints
Editable training materials for a bite-size workshop on handling complaints.
This session on handling complaints aims to help people to understand what makes people complain, how they want to be treated, and provides some ideas about how to handle complaints effectively. It is aimed at those in a face-to-face customer service role (e.g. retail, restuarants), but the content can be applied to those in call centres or B2B as well.
In particular, by the end of the Power Hour attendees will be able to:
- Describe why people complain, and what they want when they complain
- Use a 7-step approach to handling complaints to bring about a positive result
- Suggest practical things that they can do to follow-up complaints and make sure that they don’t escalate
To get a flavour of the core session, you can download our free Key Points Sheet and view the optional Power Point Slides in PDF format on the next page. Click 'Buy Now' and BEFORE you purchase, you can look at those free of charge. Remember... Much more detail is included in the training session plan and detailed delegate workbook which you get when you purchase.
Full Module Details
SESSION OUTLINE
The Outline for this session is as follows:
Welcome and Introduction – Trainer and delegate input
Why people complain – Post-it note exercise and discussion. Trainer input on triggers and escalators.
What customers want – Trainer input
The role of attitude and behaviour - (Optional) Reverse brainstorm activity
A 7-step process for handling complaints – Trainer input, discussion and delegate demonstration (role play)
Follow-through – Trainer–led discussion
In the customer’s shoes – (Optional) Perceptual positioning exercise
Summary and putting it into practice
LICENCING AGREEMENT
A single licence covers a single trainer within your organisation running training sessions internally. OR if you are freelance trainer who intends to use them with one client (not on an open course). For corporate or multi-user licences please get in touch. Learn more HERE.
RELATED PRODUCTS
You may also be interested in our sessions on Customer Service, Assert Yourself, Overcome Objections, Communication and Communicate on the Telephone.
