Dealing with complaints

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Most companies consider being customer-oriented of paramount importance. How to really put this in practice is not always clar.
A complaining customer can give your organisation valuable information and, if you treat the customer respectfully, a complaint can be an opportunity to improve your level of service.

For whom

For employees of customer service, front-office, system managers, desk clerks, operators/receptionists, salesmen and helpdesk employees.

Training

  • Dealing successfully with complaints
  • Functioning as a front piece
  • A uniform system for dealing with complaints in accordance with company policy
  • Responding effectively to complaints
  • The structure and the different phases of conversations
  • Speaking and listening skills
  • Dealing with different conversation partners and emotions
  • Dealing with your own tension
  • Restoring the customer’s faith in the organisation
  • Using the complaint as valuable feedback for the organisation
  • Personal action plan

Information

Of course, for further information or any queries you might have, you can contact us at our office in Rijswijk in The Netherlands, phone +31 (0)70 3623617, or send an e-mail info@houthoffgroup.com