How To Teach A Course On Managing Complaints Without Creating Any Content From Scratch.

Now you teach the skills your participants need to respond professionally to complaints, manage difficult interactions and turn problems into opportunities for better service.

Customers teaching complaint-handling skills also find Customer Focus Skills and Conflict Resolution valuable additions to their training toolkit.

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Who Are These Training Materials For?

These ready-to-use training course materials are used by corporate trainers, independent consultants, HR professionals, educators, and people managers.

 

What’s Covered In This Training Course Material?

1. Introduction

• An effective complaint handling process.

2. The six key components of an effective complaint management process

• The importance of a contact point.
• An investigation methodology.
• The need for documentation.
• Improving communication.
• Resolution.
• Implementation of learning/improvements.

3. The benefits of handling complaints within an organization

• How to build customer ambassadors.
• How to increase customer loyalty.
• Maintaining a customer base.
• How to use customer complaints to increase profitability.

4. Five clear trends will emerge when complaints are handled poorly

• Customers leave due to dissatisfaction.
• Competitors use the failure against you.
• Loss of revenue/profit.
• The potential demotivation of personnel involved in the process.
• Loss of an opportunity to learn and improve.

5. A practical approach to complaint management

• The practical steps involved an effective complaint handling process.

6. Conclusion

• How to manage and measure an effective complaint management process.

 

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85 slides • 29-page guide • 67-page workbook • 17 activities • Instant download • Use forever

 

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