>> Refusing requests training activities
| Activities 11 to 20 returned from 20 training activities found |
| Handling personal criticism | featured in: Complaint handling for positive outcomes |
| Use this training resource to enable participants to treat each customer as politely and enthusiastically as the last. | |
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14 members have downloaded this training activity View more > | |
| Complaints, service recovery and continuous improvement | featured in: Complaint handling for positive outcomes |
| Use this training resource to encourage participants to consider the impact of building customer loyalty through successful complaint handling, and to consider how their behaviour impacts on how the customer views the organisation in the future. | |
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7 members have downloaded this training activity View more > | |
| Assess, develop and refine your complaint handling strategy | featured in: Complaint handling for positive outcomes |
| Use this training resource to encourage participants to consider the effectiveness of their organisation’s complaints process, and to suggest how the process could be further developed and refined to ensure maximum benefits for all the stakeholders of the organisation. | |
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18 members have downloaded this training activity View more > | |
| Developing and maintaining a complaint-friendly culture | featured in: Complaint handling for positive outcomes |
| Use this training resource to enable participants to examine the behaviours required within an organisation that is focused on driving service improvement through effective complaint handling. | |
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25 members have downloaded this training activity View more > | |
| Effective ways to measure and manage complaints and turn them into profit | featured in: Complaint handling for positive outcomes |
| Use this training resource to raise awareness of the various sources of complaint data and introduce participants to the key stages in the process of measuring and analysing this information. | |
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10 members have downloaded this training activity View more > | |
| Compensation | featured in: Complaint handling for positive outcomes |
| Use this training resource to examine the issue of compensation from the business and the customer points of view and to suggest ways to achieve a win-win situation when we have let a customer down. | |
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21 members have downloaded this training activity View more > | |
| The 'one team' approach | featured in: Complaint handling for positive outcomes |
| Use this training resource to enable participants to investigate how to make sure that the information from customer complaints reaches the right member of staff, and to ensure that action is taken to prevent problems arising in the future. | |
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10 members have downloaded this training activity View more > | |
| The manager as role model | featured in: Complaint handling for positive outcomes |
| Use this training resource with participants to investigate ways to encourage positive behaviour and ways to become an effective role manager. | |
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4 members have downloaded this training activity View more > | |
| Coaching for effective complaint handling | featured in: Complaint handling for positive outcomes |
| Use this training resource to encourage participants to observe the complaint-handling process in action – from a technical and behavioural viewpoint – ensuring that performance is of a required standard, and to provide a framework to follow to coach staff towards higher performance. | |
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15 members have downloaded this training activity View more > | |
| Complaint handling - You can do it! | featured in: Complaint handling for positive outcomes |
| Use this training resource to encourage participants to consider important factors in developing greater resilience to meet the demands placed upon them, and to provide an assessment tool and action plan to enable them to improve their resilience still further. | |
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4 members have downloaded this training activity View more > | |