This session on handling complaints aims to help people to understand what makes people complain, how they want to be treated, and provides some ideas about how to handle complaints effectively.
In particular, by the end of the Power Hour attendees will be able to:
· Describe why people complain, and what they want when they complain
· Use a 7-step approach to handling complaints to bring about a positive result
If you prefer to purchase this module in MS Word so that you can tailor the material, click here.
The Outline for this session is as follows:
•Welcome and Introduction – Trainer and delegate input
•Why people complain – Post-it note exercise and discussion. Trainer input on triggers and escalators.
•What customers want – Trainer input
•The role of attitude and behaviour - (Optional) Reverse brainstorm activity
•A 7-step process for handling complaints – Trainer input, discussion and delegate demonstration (role play)
•Follow-through – Trainer–led discussion
•In the customer’s shoes – (Optional) Perceptual positioning exercise
•Summary and putting it into practice