Dealing With Conflicts And Complaints

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Course Overview The customer is always right - right?  Sometimes there are occasions when the customer is not entirely right, or when their behavior in making a complaint is such that they need to be appropriately managed so that the real issue is dealt with. How often have you, as a..

Start Date:

05 March, 2018.

End Date:

07 March, 2018.

Amount:

NGN 150,000.00

Category:

General Management and Leadership

Course Overview

The customer is always right - right?  Sometimes there are occasions when the customer is not entirely right, or when their behavior in making a complaint is such that they need to be appropriately managed so that the real issue is dealt with. How often have you, as a customer been on the receiving end of an inappropriate response from someone who has read you or the situation incorrectly?  This course introduces a model to enable you to identify appropriate tactics for managing issues with customers and avoiding potential conflict.

Course Objectives

  • Ability to deal with conflict and complaints with sensitivity and maturity 
  • Increased confidence and control when dealing with complaints
  • Turn customer complaints into opportunities for repeat and referral business

Course Outline

  • Common scenarios for customer conflict and complaints
  • Eliminating the causes of conflict and defensive behaviour
  • Dealing with difficult behaviours
  • The right intention: bringing out the best in people
  • The steps for dealing with complaints
  • Useful words and phrases
  • Turning complaints into opportunities
  • Case studies and workplace examples

MORE DETAIL

Phone Number:

+2348033467639

Email:

megaheads@gmail.com

Book for Dealing With Conflicts And Complaints