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Course Library - Contact Centre Series

1.3 Call Complaint Handling

* Course Overview
Course *

This course shows practical techniques and the use of powerful psychological tools to resolve customer complaints and increase customer satisfaction. It shows how to make a job more rewarding by dealing successfully with difficult situations.

* Course Duration

   20 minutes

* What you will learn

At the end of this course the learner will understand:

  • a complaint is an opportunity to put things right and turn criticism into praise
  • never to make assumptions about the nature of a complaint
  • that showing empathy with the customer helps resolve conflict
  • staying calm and rational with an emotional customer helps to control the situation
  • it's not helpful or professional to contradict an annoyed customer or respond to rudeness
  • exercising the skills to resolve a challenging call can be very satisfying
* Course Code

   CCCH

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For more information about this course or to book please call us on 0870 766 0986
or email us at: sales@asponlinesoftware.com

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