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Handling Complaints

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Dubai 2019-03-18
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Handling Complaints

Overview

This course enables delegates to handle complaints more efficiently whether delivered by their customers or by others such as their suppliers, colleagues and so on. Delegates learn through a series of examples how to deal with various situations and explore methods and techniques that work best in every situation and also learn about ways that are not as effective. Guidelines on assertiveness, listening skills, ideal body language and other related subjects are provided along with exercises to help delegates learn the skills quickly and effectively and be able to use these guidelines in real world situations.

Complaint handling is an essential and useful skill. Whether it is your customer who is complaining, or your client, supplier or even your colleague, you have a great opportunity to see yourself from another’s point of view. This feedback can prove to be invaluable and the handling of such criticism can do wonders for the image and productivity of your business.

It is often said that the way you handle a complaint is far more important than the solution you provide. Indeed, research shows that skilled handling can lead to long term customer loyalty. There is also an increased likelihood for your customers to spread the word and let others know about your great service.

Handling complaints well requires practice and an exposure to a wide variety of situations. This course is fundamentally designed around examples and scenarios to accelerate this exposure and help delegates to quickly go through a series of common scenarios. Critical examples are provided on how a particular situation can be addressed poorly and what better alternatives exist in handling such situations. By observing bad attitudes and conversations, delegates can quickly learn what doesn’t work and why. This helps them to remember the skills longer and apply them more successfully in real world situations. 

Delegates get to participate in interactive exercises, group activities and roleplays to master the skills and become better at handling confrontations, aggressive or difficult people.

Who should attend?

Anyone

Available Dates

Venue Date Duration  
Dubai 2019-03-18 1 More Info
Istanbul 2019-04-15 1 More Info
Istanbul 2019-05-13 1 More Info
Madrid 2019-06-10 1 More Info
Prague 2019-07-08 1 More Info
London 2019-08-05 1 More Info
Frankfurt 2019-09-02 1 More Info
London 2019-09-30 1 More Info
Frankfurt 2019-10-28 1 More Info
Stockholm 2019-11-25 1 More Info

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