>> Customer Service training activities
| Activities 41 to 50 returned from 53 training activities found |
| 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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5 members have 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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25 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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95 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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10 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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20 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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22 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 > | |