Small Business

Ebooks

Free 5 Part Email Course

"The Top 5 Secrets Of The Most Successful Executives"

Course Overview

Receiving complaints is inevitable - how you deal with them will set yourself apart from your competition!

The way that your frontline staff work with your customers in handling complaints has a direct impact on your bottom line and the lifetime value of your relationship with that customer! Make sure that they have the best skills, strategies and techniques to ensure that every customer experience is a memorable one with Sean McPheat's "Complaint Handling Skills Course" This is a custom made course aimed at those people with direct contact with your customers whether it be face to face, on the telephone or via the internet.

• Staff who deal with customers on a daily basis face to face
• Telephone sales and service advisers
• Customer care teams
• Helpdesk operators
• Staff who are responsible for responding to emails and correspondance

What Will You Gain From the Course?

• Describe The Components Of An Effective Complaint Handling Process
• You Will Know How To Understand Your Customers' Points Of View
• Learn How To Build Effortless Rapport With Your Customers
• Discover The Most Effective Questioning And Listening Techniques
• Learn The Importance Of And Practise Your Non-verbal Communication Skills
• Customer Care On The Telephone - The Importance Of Tonality & Inflection
• Setting Customer Service Standards
• Understand The Importance Of The Lifetime Value Of A Customer
• Learn How To Write To Your Customers Effectively And Efficiently
• Learn Techniques And Strategies To Handle Customer Complaints
• Learn How To Be Assert Without Being Aggressive To Your Customers

• Use tracking and trending techniques of complaints for continuous improvement activity.
• Understand how handling complaints can deliver benefits to the organization at large.

Next Steps

The course content can either follow something similar to the above, or be tailored to your exact requirements at no extra charge. The duration of the course can be flexible depending on what you would like the course to cover and what your objectives are - the choice is yours!

Whilst Sean will organise training for as many delegates as you wish, he recommends that the number of attendees do not exceed 10. This ensures that EVERY delegate receives personal attention.

Please click here for more details on Bespoke training

Questions and Booking:

Within The UK

To discuss your requirements or to book please call: 0800 849 6732

Or send us an email at sean@executivecoachingstudio.com

For USA/Canada/Europe

To discuss your requirements or to book please call: ++ 44 800 849 6732

Or send us an email at int@executivecoachingstudio.com

Alternatively, why not send us a quick message in the box below and tell us what you are looking to achieve and we will get back to you with some options:

Take a look at our other training courses:

Please take a look at the ones below. Please note that Sean likes to tailor all of his courses to meet your exact requirements and to also make sure that the attendees can take what they learn and use it in the workplace - the all important yardstick of whether the training was worth it in the first place!

  Complaint handling with Sean McPheat                                        Complaint handling with Sean McPheat