Complaint Handling - Zach's Story

Case Study - Before

Zach is new to his role in a customer services environment, part of this is dealing with engineering products and services. On occasion products can be late for shipping and therefore customers will make a complaint. Zach always feels anxious about these situations and worries about escalating the communication. Customers can be very irate and expect immediate redress which is impossible for Zach to ratify.

Case Study - After

After attending our Complaint Handling course, Zach realised that he needed to show more empathy for the customer. By seeing things from their perspective he could come up with alternative solutions to the problems. He also learned how his tone of voice could impact on the effectiveness of handling a complaint.

Zach saw how different communication models could be used in particular circumstances of angry customers. He also looked at a range of situational videos which enabled him to analyse correct and incorrect methods of dealing with complaints.

Benefits

Zach felt that he could respond better in difficult situations, this enabled him to handle complaints in a professional manner which would deescalate situations effectively. He ensured that he understood his organisations policies and procedures, that inside knowledge would be vital to deal effectively with complaints.

The course

• Karen - Assertiveness Skills

• Sadia - Conflict Management

• David - Emotional Resilience

• Phil - Time Management

• Carl - Train the Trainer

• Jane - Stress for Managers

• Steve - Effective Communication

• Mel - Assertive Communication

• Arnold - Effective Meetings

• Francine - Minute Taking

• Zach - Complaint Handling

• Jack - Creative Problem Solving

• Trisha - Facilitation Skills

• Peter - Interview Skills

Have a Question?

If you have any questions regarding our training courses then please feel free to call us on 01656 737349 from Monday to Thursday from 9:00am to 4:00pm. Or access the contact from below.

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