Complaint Handling: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through telephone and contact centre skills and difficult conversations on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: customer complaints are logged far more often than they are analysed, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with needs analysis, objection handling and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Put needs analysis on a footing they can defend to a reviewer, measured against the Consumer Protection Act
- Make a decision about objection handling without waiting for a specialist
- Take ownership of voice of the customer programmes rather than escalating it
- Improve service level design within their own organisation
What the course covers
- Telephone and contact centre skills
- Difficult conversations
- Needs analysis
- Objection handling
- Voice of the customer programmes
- Service level design
- Sales forecasting
Who should attend
- key account managers
- branch managers
- contact centre team leaders
