Handling Complaints and Concerns

Dealing with complaints and concerns are part and parcel of a manager’s role; however the way in which you deal with those issues says a lot to your clients. Do you and your staff have the confidence you need to deal with complaints and concerns, and do you know what you can and cannot do to help? This half day course gives you the opportunity to reflect on your practice and what you can do to handle these situations positively.

By the end of the course, you will:

• Recognise the skills and qualities needed to handle a complaint
• Appreciate how to engage with customers and build positive rapport
• Maintain control of the conversation while showing empathy
• Establish the customers’ needs through positive questioning and listening
• Use emotional intelligence to defuse customers’ emotional responses
• Follow the steps required to resolve workplace customer complaints