Increased expectations of customers (ie. for speed, quality, cost control and delivery) means they are quick to complain when their expectations are not met. You will leave the course with a personal action plan identifying the key changes to make, and skills to practice, to ensure you stay calm at all times regardless of the pressure of the situation.
This course helps you examine the root of customer complaints including what words and actions are required to satisfy expectations, retain their custom for the future and secure testimonials like, “You'll never believe what they did to put it right!” You will take away a process mapping template to use with your teams to improve your customer service process.
This course is suitable for anyone that engages with external customers and is responsible for handling customer complaints.
By the end of this course you will be able to:
If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.
Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.