More than a Satisfied Customer
Turning Complaints into Opportunities
Overview
We often hear of cases of extremes of service from the same company. If the policies and processes are the same then the key differential is the people involved.
This is always amplified when we hear about complaints. The way a complaint is dealt with will make or break the relationship between the customer and the company, and have a huge impact on future buying decisions.
To keep your customers you need skilled people who can turn complaints into opportunities.
Who will benefit?
This programme is suitable for anybody that holds a customer service role and deals with complaints.
Your Investment
This programme provides 12 months learning and customer service development support, including:
- Pre workshop learning
- 1 day interactive workshop, including lunch and refreshments
- 12 months access to Illuminate Development’s online learning forums, including additional learning materials and ongoing support from Illuminate’s programme tutors.
The cost of this programme is just £250 + VAT per person.
Course Availability
| Date | Days | Location | Price | Attendees | |
|---|---|---|---|---|---|
| We currently do not have any scheduled dates for this programme. If you are interested in booking a place for this course please contact us on 0870 4711550 | |||||
Programme content
The programme covers a range of sales knowledge and skills. Upon completion of the programme, you will be able to:
- Positively engage with the customer
- Take immediate responsibility for the customer
- Manage emotions and diffuse anger
- Ask the right questions without creating more frustration
- Use active listening skills and take appropriate notes
- Make sure the customer understands and accepts what steps will be taken
- Stand up to unreasonable demands of the customer
- Negotiate a win win outcome