Learn how to use more human language and psychology to stop complaints escalating.
The way you respond to complaints is crucial. Sound too corporate and they can escalate and become impossible to fix. Try to dismiss them and they can keep bouncing back. The most effective way to resolve them is to sound human, open and sincere.
After this virtual training course Team Leaders, Managers and Complaint Handlers will be able to write better complaint responses – whether you use standard letters, standard paragraphs or just start from scratch each time.
Course Description
Objectives
– You’ll understand the huge impact that more human written communication has and the role it can play in reducing complaints and building back relationships with your customers.
– We’ll get you and your team writing faster, better and with confidence.
– Working live – on your own material
– We’ll work – live – on improving your own customer-facing material too. Send an example of your contact centre’s complaint responses you’re happy to share and we’ll work on a couple of examples from the group and show you how to improve them in real time.
Organiser
As committed supporters of the contact centre industry since 1994, we know excellence, and we know how to create excellence through contact centre training. As well as providing first class service for customers, contact centres need to be efficient, joined up with the rest of the organisation and a place where team members are proud to work. That’s not always an easy balance to get right.
Through open courses and in-house training we support hundreds of contact centres using the latest best practice. Our training consultants are seasoned contact centre professionals who bring with them the practical experience to help your operation perform to the best it can be.
All our courses are listed below. They have been broken up into the following categories: Excelling Manager Courses – catered for every level, it’s for those ready to take the step up to team leader or junior management, for experienced managers reaching for excellence, or for those with some management experience. Specialist Skills Courses are for people at all levels looking to expand their skillset.
