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Complaint Handling

 Complaint Handling

Life would be great if every customer was happy all the time, but this is the real world and lots of customers get irate very quickly. In this add-on module, we examine why customers react the way they do and how you can take control of the situation in the way that adapts to their behaviour style to resolve their issues.

OBJECTIVES:

  • Understand why some customers react adversely
  • Build a strategy to combat customers’ complaints, providing the best possible customer service
  • Develop an understanding of the four behaviour types to identify how you should respond to each customer

ATTENDEES WILL LEARN:

  • How to identify the four behaviour types
  • How to use the behaviour types to combat tricky customer complaints
  • How to remain calm and composed under pressure, and take control of the situation
  • How to build a strategy and strategy to combat difficult complaints
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