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Dealing with Conflict and Complaints

Overview

Complaints: something to be avoided at all costs, or a fast-track to customer loyalty and market share?  This enlightening workshop will change the way you view customer complaints and give you the techniques to deal with them positively, proactively and painlessly.  

The customer is always right - right?  Sometimes there are occasions when the customer is not entirely right, or when their behaviour in making a complaint is such that they need to be appropriately managed so that the real issue is dealt with.  How often have you, as a customer been on the receiving end of an inappropriate response from someone who has read you or the situation incorrectly?  This session introduces a model to enable you to identify appropriate tactics for managing issues with customers and avoiding potential conflict.

Outcomes

  • Ability to deal with conflict and complaints with sensitivity and maturity 
  • Increased confidence and control when dealing with complaints
  • Turn customer complaints into opportunities for repeat and referral business

Topics

  • Common scenarios for customer conflict and complaints
  • Eliminating the causes of conflict and defensive behaviour
  • Dealing with difficult behaviours
  • The right intention: bringing out the best in people
  • The steps for dealing with complaints
  • Useful words and phrases
  • Turning complaints into opportunities
  • Case studies and workplace examples

Details

Time: 09:00 - 12:30
Duration: Half day
Capacity: Maximum 14 participants

Results

“I hate conflict and would do anything to avoid it so this was the perfect course for me!  I feel so much more confident now and know that I should not take complaints and disgruntled clients so personally. Thank you!”

“As a 'complaining customer' myself, I can tend to get quite agressive when dealing with conflict and complaints from my own customers, so going through a step by step process was extremely helpful and will hopefully keep me calmer.  I particularly like the idea of 'intention' and it's role in conflict resolution.  I must remember this when dealing with my husband!”