>> On the telephone training activities
| Activities 21 to 30 returned from 36 training activities found |
| Making it easier for customers to complain | featured in: Complaint handling for positive outcomes |
| Use this training resource to enable participants to understand why it is important that customers feel comfortable about making a complaint, and to look at ways in which they are empowered to make this process easier for the customer. | |
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2 members have downloaded this training activity View more > | |
| Complaints into compliments | featured in: Complaint handling for positive outcomes |
| Use this training resource to provide participants with an effective seven-step formula for dealing with complaints either face to face or on the telephone. | |
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53 members have downloaded this training activity View more > | |
| Skills and techniques for managing dissatisfied customers | featured in: Complaint handling for positive outcomes |
| Use this training resource to highlight different interpersonal skills and techniques that can be extremely powerful when dealing with customers who are dissatisfied with a product or service. | |
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61 members have downloaded this training activity View more > | |
| Different types of behaviour and how to respond | featured in: Complaint handling for positive outcomes |
| Use this training resource to introduce participants to ways of identifying the behavioural clues given by customers and to use this knowledge to diffuse the situation by applying their own positive service skills. | |
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1 member has downloaded this training activity View more > | |
| Dealing positively with written complaints | featured in: Complaint handling for positive outcomes |
| Use this training resource to introduce participants to the very basic skill of constructing effective letters in response to customer complaints. | |
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20 members have downloaded this training activity View more > | |
| Dealing positively with complaints over the telephone | featured in: Complaint handling for positive outcomes |
| Use this training resource to help participants identify the type of telephone behaviour necessary to deal with customer complaints, introducing them to some examples of difficult callers and difficult behaviours, and reminding them of the importance of listening actively when on the telephone. | |
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82 members have downloaded this training activity View more > | |
| 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 > | |