Training
We have a proven track record of helping organisations to deliver excellent customer service. Our trainers can provide your employees with the skills and expertise that are necessary for effective handling of concerns. Please contact us to discuss your requirements.
"I've been answering complaints for a little while, but I found the course Mohamed delivered to be really, very helpful."
The customer care approach to handling customer contact
1/2 day or 1 day training module that covers:
- Empathising with customers
- Identifying key customer service standards
- Assessing good and bad practice in customer care
- Understanding customer diversity
- Identifying why some people complain and some don't
- Achieving positive outcomes in difficult situations
- Practical customer complaint exercises
Investigating a complaint - when you can't resolve a concern immediately
1/2 day or 1 day training module that covers:
- Resolving complaints using a 'toolkit' to improve complaint investigations
- Identifying processes to follow when investigating complaints
- Applying appropriate solutions and assessing financial compensation when things go wrong
- Identifying possible pitfalls to the investigation process and ways to overcome them
- Using clear language to resolve written complaints
- Practical customer complaint exercises
A clear way to positive writing
1/2 day or 1 day training module that covers:
- Understanding the concept of clear language and the effect it has on customers
- Explaining why using clear language has a positive impact on customer relationships
- Identifying the main elements of clear language
- Identifying the key elements of clear language to resolve customer problems
- Practical customer contact exercises
