Training program Handling Complaints 1

 

Duration:              1 day

Timing:                  09.00 a.m. - 05.00 p.m.

 

 

Objectives:

After the course participants will be able to:

·          Remain calm in situations when complain to them

·          Deal with the emotions effectively

·          Allow a person to calm down whilst maintaining professionalism

·          Analyse the complaint effectively and efficiently

·          Give the customer the feeling “to be taken serious and be taken care of”

·          Decide the right action for the complaint

·          Understand the importance of “power”

·          Present the solution convincingly

·          Get acceptance

·          Close in a positive way

 

Indicative program:

·          Objectives

·          Role-play case

·          Theory on complaints

·          Case

·          Dealing with emotions

·          Words to avoid

·          Analysing the situation

·          Role-play case

·          Summarising

·          Analysing option and power

·          Role-play case from their praxis

·          Action planning and wrap-up

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