Online purchase options include: Single learner, Trainer/10 learners and interactive DVD.

Corporate licenses: from less than £8 a learner please call 0845 456 0465 or fill in the box below.

Click here to run a full 10 minute section from the course

Course Description

Complaints and Angry Customers helps sales and service providers understand how to approach the more difficult and challenging situations they’ll encounter. It provides participants with a 6 step method for handling complaints, communication strategies for staying in control and for soothing feelings that are running high. And it equips participants with a process to help them meet the needs of the most challenging customer.

Course Topics

Module 1 (40 mins) Handling Complaints
Getting to Grips with Complaints
A Model for Successful Resolution

Module 2 (31 mins) Angry Customers
Keeping it Adult
The Angry Customer

Key Learning Outcomes

Once students have completed this programme, they will be able to handle more challenging situations professionally and calmly. Specifically they will be able to:

• Understand why customers complain – complaints result from your failure to meet expectations - and how to treat complaints as an opportunity to improve.
• Use a systematic 6 step process to resolve complaints.
• Understand Parent, Adult and Child behaviours – recognising those behaviours in customers and controlling their own responses to keep interactions adult and productive.
• Manage an angry customer.

SPECIAL FEATURES

Multiple video case studies set in commercial and non profit organisations provide participants with opportunities to observe, analyse and evaluate different customer service and sales scenarios.