Fundamentals of Complaint Handling
2 days|Delivered on request
Fundamentals of Complaint Handling is built for delegates who need to be useful in this area quickly. It starts at first principles and works through customer retention and needs analysis without assuming prior specialist training. The programme exists because service recovery is usually the moment that decides whether a customer stays, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with difficult conversations, pipeline management and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Review difficult conversations and say plainly whether it is working, measured against recognised service design practice
- Spot where pipeline management is failing before it becomes a finding
- Explain telephone and contact centre skills to someone who does not do the work
- Make a decision about negotiation in sales without waiting for a specialist
What the course covers
- Customer retention
- Needs analysis
- Difficult conversations
- Pipeline management
- Telephone and contact centre skills
- Negotiation in sales
- Upselling and cross selling
Who should attend
- client relationship managers
- customer service managers
- service desk staff
- contact centre team leaders
