Practical Complaint Handling
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through sales forecasting and complaint handling 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 service recovery, customer journey mapping and customer retention in their own organisation.
What delegates leave able to do
- Bring service recovery into line with current good practice, measured against recognised service design practice
- Review customer journey mapping and say plainly whether it is working
- Explain customer retention to someone who does not do the work
- Take ownership of service level design rather than escalating it
What the course covers
- Sales forecasting
- Complaint handling
- Service recovery
- Customer journey mapping
- Customer retention
- Service level design
- Difficult conversations
Who should attend
- contact centre team leaders
- service desk staff
- key account managers
