The workshop pack comes with a preparation guide, full script, a DVD containing slides and video content to use during the course and printable student notes.

If desired the Balance Learning interactive course or workbook of the same title can be used as pre-work for this practical course.

The course design is modular and can be given as a full classroom day or you can pick and mix the modules you feel appropriate to create a shorter course.

The simple to use guide can be used by trainers or managers wishing to develop their team.

MODULE 1: HANDLING COMPLAINTS

On successfully completing this session participants will:

• Understand why the organisation should encourage complaints and handle them well.
• Be able to identify the service that customers should expect from them when they make a complaint.

SECTION 2: A MODEL FOR SUCCESSFUL RESOLUTION

On successfully completing this session participants will have:

• Understand the reasons why the organisation needs a formal process for complaint resolution.
• Have identified the six-stages of the process using a video case study.
• Have practised applying the process in typical situations involving complaints.

SECTION 3: KEEPING IT ADULT

On successfully completing this session participants will have:

• Be able to recognise the three emotional states in action.
• Understand how particular emotional states can be triggered—in themselves and others.
• Have identified their own dominant emotional state.
• Have practised helping their customers get to Adult.

SECTION 4: THE ANGRY CUSTOMER AND THE RUDE CUSTOMER

On successfully completing this session participants will have:

• Understand how to deal with whatever feelings an angry customer prompts in them.
• Have practised using the ‘process’ and the Adult state to get in control of the situation.
• Understand why customers may behave in an offensive manner.
• Identify their personal boundaries and when they should call for assistance.
• Have practised how to tell customers that they are going to call for assistance.
• Know who and when they should call for assistance in their work place.Be able to recognise the three emotional states in action.

MODULE 2: STRATEGIES FOR CHALLENGING CUSTOMERS

SECTION 1: THE UNCOMMUNICATIVE CUSTOMER AND THE UNDECIDED CUSTOMER

If all the activities are covered in this session participants will have:

• Reviewed the strategies (attitude and skills) for dealing with uncommunicative customers.
• Have used some of these strategies in a short role-play exercise.
• Understand why customers may be undecided.
• Have identified creative solutions for dealing with undecided customers.

SECTION 2: THE UNINFORMED CUSTOMER

On successfully completing this session participants will have:

• Looked at the reasons customers may be uninformed and discussed strategies for dealing with the situation.
• Discussed real life situations and developed strategies for managing uninformed customers.
• Practised explaining things clearly!

SECTION 2: THE CUSTOMER WHO ISN'T RIGHT

On successfully completing this session participants will have:

• Reviewed a range of strategies for managing customers who are clearly in the wrong.
• Have practised meeting a customer’s needs, maintaining their self-esteem while asserting that they’re in the wrong in a role play.