Complaints to Compliments: A Strategic Guide to Handling Dissatisfaction

Course Outline

“Complaints to Compliments: A Strategic Guide to Handling Dissatisfaction” is a transformative training program meticulously crafted to empower professionals in converting customer dissatisfaction into positive outcomes. This course strategically focuses on enhancing complaint resolution strategies to not only mitigate issues but to also turn dissatisfied customers into loyal advocates, fostering a culture of exceptional customer service.

Course Details

Duration /
Set-Up

7 hours, with lunch and tea breaks

Delivered at your site

Suitable for up to 12 delegates – can accommodate more but we advise against this to maximise everyone’s learning experience

Pricing

£1,000 per session

*Note: we do not charge per attendee. This is a fixed price for one of our expert trainers to deliver at your site

Objectives

  • Acquire techniques to effectively address and resolve complaints, strategically turning dissatisfied customers into loyal advocates and positively impacting overall customer loyalty.

  • Learn proactive strategies for identifying and addressing potential issues before they escalate, contributing to a reduction in overall complaints and enhancing customer satisfaction.

  • Develop empathetic communication skills, to connect with customers on a deeper level during complaint resolution, ultimately transforming negative experiences into positive ones.

  • Equipping professionals with tools and techniques for strategic service recovery, ensuring that resolutions not only satisfy the immediate concern but leave a lasting positive impression

  • Learn how to turn customer feedback, especially complaints, into valuable insights for continuous improvement, fostering a culture of learning and adaptation within the organisation..

  • Cultivating a customer-centric culture that sees complaints as opportunities to showcase exceptional service, leading to increased customer advocacy and positive word-of-mouth.

Who Would This Benefit

This course is indispensable for customer service professionals, complaint resolution specialists, and individuals responsible for managing customer interactions. Whether you are a frontline representative, a team leader, or a manager overseeing customer service operations, this training program is designed for those committed to transforming complaints into opportunities for positive customer experiences. It is ideal for professionals seeking to enhance customer satisfaction, reduce complaint resolution times, and build a culture of customer advocacy within their organization

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