>> Complaint handling for positive outcomes
| Activities 1 to 10 returned from 19 training activities found |
| In the customer's shoes | featured in: Complaint handling for positive outcomes |
| Use this complaint handling training activity to give participants an opportunity to discuss their own personal experiences as a customer – both good and bad – and to identify the critical points of dealing with complaints. | |
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12 members have downloaded this training activity View more > | |
| Why do customers complain? | featured in: Complaint handling for positive outcomes |
| Use this complaint handling training activity to give participants an opportunity to determine why customers complain, to consider reasons why customers don’t complain, and to encourage personal responsibility for dealing with complaints more positively. | |
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32 members have downloaded this training activity View more > | |
| What unhappy customers say and do - and what they want from you! | featured in: Complaint handling for positive outcomes |
| Use this training resource to give participants an insight into the behaviour of people who are unhappy with the product or service they have received, and to focus on ways to turn a negative into a positive, using the Reciprocity Principle. | |
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17 members have downloaded this training activity View more > | |
| 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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54 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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84 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 > | |