Handling Customer Complaints

Course details

This course provides an introduction to handling customer complaints or difficult customers. It covers a stepped process to ensure situations are dealt with calmly and professionally.

Course Benefits

By the end of the program, participants will be able to:

• Explain the importance of customer complaints
• Apply empathy in complaint situations 
• Apply appropriate techniques (active listening, first impressions, body language)
• Apply the 5 step approach

Who Should Attend

• Anyone who deal with difficult customers or complaints as part of their role at work.

Course Outline

• Importance of customer complaints
• Measuring customer complaints
• Techniques: active listening, empathy, first impressions
• 5 Step approach
• Create the right atmosphere
• Identify problem
• Find solution
• Implement
• Root cause analysis

Course Prerequisite (s)

• Basic English Skills