Complaint Handling

COMPLAINT HANDLING 

SAVE £100 ON THIS COURSE

BD CS CR LM PD

Duration: 1 Day. Investment and dates are at the foot of the page

Useful for: Everyone who has to deal with customer/client complaints. Complaints are an everyday factor for all businesses. Customers/clients will, quite rightly, demand excellent value and service.  Too many complaints can ruin an organisation, especially as the internet provides such an easy forum for customers to moan about you to the world in an instant.

All business owners need to ensure that they and their employees are skilled at defusing complaints. They can solve grievance problems as they occur improving your business image instantly. The course introduces participants to several ‘track proven’ techniques to ensure minimal damage to your business.

What it covers:

• Did you know complaints are good for business?
• Do you make a bad situation even worse?
• How to turn a complaint around
• Hostility
• Personal abuse
• Complaint handling practice session 

Advantages gained:

• Understand why effective complaint handling is critical to a business
• Use the A.U.R.A. approach to handle complaints effectively
• Have the skill base to handle hostile or abusive complaints in a calm and professional manner

Qualifications:

Cressingham Training Certificate : Complaint Handling

ICM Certificate: Optional qualification (£15)

Materials provided: Course workbook and other materials.

Please bring your own notepad and writing equipment. 

Intake: Maximum 12

Dates: 2012  April 26

Course times: 10.00am – 5.00pm.

Breaks and Lunch at suitable times.

Your Investment : £295  £195

Payment to be complete before the course is attended.