Overview
The aim
To resolve customer complaints and achieve positive outcomes by understanding why customers have problems.
About the programme
This insightful programme, ideal for all front-line staff, provides practical, focused training in handling customer complaints. It highlights that staff behaviour is the key to stopping a difficult situation turning into an explosive one. It's an individual’s ability to respond positively to the customer - not losing their temper or showing their irritation - that is crucial.
The drama follows a young package holiday rep who is given an insight into how customers the world over act, and why they end up being branded as difficult. This realistic scenario outlines five key learning points – 'listening', 'questioning', 'empathising', 'confirming' and 'taking action'. By following these guidelines, the rep gains the confidence to deal with customers and turn the difficult situations into positive ones.
A course guide for trainers and line managers, and a comprehensive self-learn pack, will ensure front-line staff benefit from practice of the right skills before they tackle the issues first-hand.
The key outcomes
-Gain a greater understanding of customers
-Become more confident in dealing with customer complaints
-Become an effective problem solver and benefit from more satisfied customers
Training resources include
Video (27 mins)
Summary and triggers (4 mins)
Course guide (PDF)
Quick guide (PDF)
Reminder stickers
Information
A Melrose production
