Complaint Handling & Conflict Management

OBJECTIVES
What is the cost of complaints to business? Complaints dealt with positively win over customers and enhance the survival of the organization. Complaints are however often handled negatively and poorly with troublesome issues deflecting resources from ‘real work’. Understanding how to manage complaints efficiently, handle conflict, take responsibility and deal with customers professionally are the key ingredients of this practical workshop.

CONTENT
Complaints and the organization
• Why handle complaints?
Understanding complaints
• What is a complaint?
• Sources of complaints
• Benefits and dangers of complaints
Understanding customers
• Their perspective
• Their perception
• Their expectation
• Dealing with and understanding their emotions
Dealing with conflict
• Understanding the source of conflict
• Understanding the relationship between conflict and the organization
• Professional handling of conflict
Developing a complaint handling process
• People and the process
• Customer care competencies
Documentation, telephone and email skills
• Handling documents and turn-around time
• Capturing and responding to complaints telephonically or via email
Taking ownership
• Roles and responsibility
• Ways to improve
Understanding failures and how to avoid them
• Impact and causes
• People and system factors

Contact Details

Contact Person: 

Michelle Schilder-Rodgers
Course Details

Course Delivery Method: 

E-learning E-learning

Distance Distance

Presented Presented Courses

In House In-House

On Demand On Demand

Course Duration: 

1 day (8 hours)

Cost: 

R 2500 p/person excl VAT

Course fee Includes: 

( includes training, material, lunch, refreshments, feedback report & E-certificate p/person