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Edeal

McCrudden Training

Eastbourne & District Chamber of Commerce

Workshop TitleEffectively handling customer complaints (First Service)

Summary of the overall aims of the course

Despite the power a disgruntled customer has over your organisations reputation these days, only 1 in 4 employees feel equipped to deal with customer complaints. And only 1 in 3 customer service staff have customer complaint handling training.

If you want to know how to turn a disgruntled customer into a raving fan of your organisation – this course is for you!

Let McCrudden Training’s effectively handle customer complaints training programme help you to restore a positive relationship with unhappy customers.

Course objectives

At the end of the course delegates will be able to:

  • describe common causes (preventable and non-preventable) of customer dissatisfaction for your organisation
  • identify your own role in de-escalating customer complaints
  • filter to understand
  • explain the importance & implications of treating customers as individuals
  • Apply basic steps to manage your own emotions and recover unhappy customers

Target audience

This short, but highly practical workshop is ideal for you if you work on the front line with customers. It’s particularly relevant for any staff who may deal with or receive complaints from customers.

This course is ideal for those new to working with customers, those who want to build confidence handling complaints or anyone who wants new ideas in how to transform complaints to customer service success stories.

Notes

This course is part of the First Service, customer service training programme. First Service is a bespoke customer service training package built around the needs expressed by Eastbourne Businesses.

Duration

3 hours

Min / Max no. of delegates

6-12

Assessment Method

To successfully pass the course, you will be asked to complete an internally designed summative assessment to the satisfaction of the course tutor.

To achieve a First Service Award, you must successfully complete 6 hours of training from McCrudden Training’s customer service portfolio.

Tutor

Drawn from our pool of trainers (depending upon availability)

Price

Delegate rate for Edeal clients and Chamber Members £99