No Complaints?: Complaints and the Customer

Even the most successful business doesn’t get things right all the time, so it’s vital that you have the skills in place to deal effectively with dissatisfied customers and solve their problems successfully.
This course is a great introduction to handling even the most difficult of complaints. Famous faces including Michael Kitchen and Stephen Tompkinson introduce a five-step approach to solving customer problems.
The techniques explored will help you defuse anger, establish the facts, agree an appropriate course of action and supervise the solution so that you can meet – and even exceed – the demands of dissatisfied customers.

You'll learn how to:

When you have completed this course, you will be able to:

• diffuse a customer’s anger and calm their emotions
• ask the right questions to establish the facts
• provide the customer with alternatives
• involve the customer in finding the right solution
• take personal responsibility for supervising the solution

How this course can help your business:

• Retain existing customers by listening to and acting on their feedback
• Win new business through word of mouth from satisfied customers
• Improve profitability through greater efficiency and increased customer satisfaction
• Identify and deal with business problems as they arise, minimising disruption to the business
• Improve business performance as weaknesses and issues are addressed
• Retain and enhance your reputation

Course Code: 104198BT029