1/2 Day Course
Why?

Handling Complaints Effectively is a key part of successful customer care, as well as being a powerful way of retaining customers and even building customer loyalty.

The price of getting it wrong is high, with disgruntled customers telling everyone they meet of the bad experience they had when dealing with your organisation.

Course Objectives
  • Explain key reasons why customers complain.
  • Give examples of the benefits of good complaint handling.
  • Explain ways in which you can handle complaints more effectively.
  • Give examples of how to positively handle a range of situations that can arise when customers complain.
Course Content
  • Why do customers complain?
  • Benefits of good complaint handling
  • How should a complaint be handled?
  • Positive complaint handling
  • Using procedures

Exercises: 5 - (Detailed on screen - no handouts needed!)

Display Options

Data Projector

Dual screen - Course members only see slides and exercises on screen. Trainer has full course programme available on laptop.
Single or mirror screen - Slides can be maximised from the Trainer's screen for viewing, although this does mean turning the projector on and off.

Power Point - Complete slide set included

Printable material

Trainer's guidance notes - available in MS Word including one page handout and course certificate.
Exercises or notes - These can be printed from the Power Point slide set.

See a course working!
Trainer Capability

Ability to present material clearly and to lead discussions. Experience in Customer Care is essential. The course notes can be used in a flexible way by more experienced trainers, but scripting guidelines are written into the content.

Slides
 11 - All accessible from Trainer's screen or via Power Point file.
Virtual Flip Chart
10 "charts" are available. Content is automatically saved and a summary screen is included. You can also add group contributions into any screen. A separate version of this programme is also available.
Details....
Format
 CD or digital download
Copy permission
You can copy the materials - handouts and exercises, as often as you need.
Licensing

The course is licensed for use by one trainer per organisation. Economical additional licenses are available.

Available now
Managing Projects
Managing Time
Behavioural Workplace Coaching
Managing Others Effectively
Coming Soon

Managing Discipline
Telephone skills

See before you buy!

Ask for an on-line demo via the web, at any time to suit yourself. You can then see and try the programme for yourself. Contact us by phone or email. (details below)

Purchasing

Single user licence: £ 75.00 + VAT - CD by post
Single user licence: £ 55.00 + VAT - Digital Download
Aditional Trainer licences: £25.00 + VAT

Credit Card
Courses are available either as a digital download or as a CD version.

You can buy the course in The Training Store which also includes all our other programms for Trainers. We can also send you an invoice for payment via PayPal if preferred. We will then either send you the CD or make the course available exclusively for you to download off the web, at your convenience.

Cheque
Just send this to our address requesting either the CD or a digital download.

Invoice - UK based companies only
Email or Fax your order to us. If ordering via email please include your full company address.

Cash!
 Just call at the door, but best to phone beforehand!
Contact Details

Anglia Training Associates
The Old Crown
The Street
Ovington
Thetford
Norfolk
IP25 6RX
Phone: 0844 357 8153

E-mail: info@uktraining.uk.com

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