Handle difficult customers or complaints

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"Man needs difficulties; they are necessary for health."
Carl Jung

This module empowers you to resolve problems, complaints and difficult customers - whether they be justified or unjustified.

Discover how each customer service problem presents an opportunity to impress a customer in a way that would not have been possible if everything had gone smoothly. Discover how each customer service problem presents an opportunity to impress a customer in a way that would not have been possible if everything had gone smoothly. Learn how to structure a conversation to ensure that you investigate each issue and define a clear understanding of the nature and details of the complaint and know how to respond and offer different options or compensations as fair resolution.

    This module:
  • Half Day
  • 1 - 50
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Participants will be able to:

  • Understand how the successful handling of a complaint presents an opportunity to impress a customer who has been dissatisfied
  • Negotiate a solution with your customer that is acceptable to that customer and to the organisation
  • Understand how to successfully guide a customer through a complaint handling structure
  • Defuse potentially stressful situations
  • Understand how to reach a resolution that satisfies everybody or at least reduces the risk of dissatisfaction
  • Express empathy with customers without admitting fault on the part of your organisation
  • Summarise actions to be taken and reasons for those actions to complete the customer transaction
  • Always embody the company values when dealing with a complaint
  • Use effective language when processing difficult customer service problems

“The Method have provided us with a range of truly innovative training solutions that don’t just engage – they deliver measurable success. They challenge capabilities, they stretch people out of the comfort zone and ultimately tangibly improve performance – I recommend them 100%”

- Louise Collins, Project Manager to GM, Sanofi

Interested?

If this module is of interest then there are 3 ways we can help you…
Sign up for a taster session, add the module to an enquiry or get in touch and we’ll help you select the correct behaviours.