Complaints Handling Skills

Introduction

This program aims to addressing complaints from customers in a professional manner.

Course Objectives

At the end of this program, participants would be able to:

• Understand what complaints really are
• Approach a complaint rather than shy away
• Handle it to the best of ability before escalation
• Use methods in this program to solve complaints

Key Content

Module 1: What is a Complaint?

• Understanding a complaint
• Why do people complain?
• What provokes or invites complaints?

Module 2: Is Complaints a Bad Thing?

• Complaints are a gift
• Impact of complaints to the industry
• What happened to our customers?
• Understanding how a complaint spreads
• Does it matter who caused it?
• Triggers and escalators
• Types of complainers

Module 3: Welcoming and Dealing with Complaints

• What is needed of you when facing complaints?
• Quick wins for complaint handling
• Communication is a tool
• Using the 7 Steps Approach
• Applying LAST

Module 4: All is Not Lost

• Time to go the Extra Mile
• How to WOW
• Best practices to adopt 
• Complaint to compliment