Customer Complaints

This course provides participants with the crucial skills and confidence to improve their handling of customer complaints, with the goal of reaching a satisfactory solution that increases customer retention and loyalty.

Target audience

Managers and staff who are dealing with customer complaints

Content

Key skills and qualities for handling complaints.
Communication, building rapport.
Maintaining control and empathy in complaint handling.
Establishing customer needs.
Defusing difficult customer emotional responses.
Agreeing an appropriate course of action with customers.
Handling work-based complaints.
Anticipating and Resolving Operational Problems.
Review of learning and action planning.

Duration 2 Days – 10 Hours Cost 5000 EGP