Complaint and abusive contact handling workshop
Does your organisation deliver first-class customer service even when the going gets tough?
This workshop has received high praise from over 6,000 delegates for being powerful, practical and thoroughly enjoyable.
“I can honestly, positively and absolutely say that I've never enjoyed a training course as much as the HQN one I attended this week.”
“I attended an HQN training event this week and the trainer was brilliant, the best training I've ever attended.”
“The HQN training course I attended last week was by far the best training day I have been on in my two years in housing. Fantastic delivery and information, thank you.”
What will participants learn?
- How to manage the most difficult and challenging of customers
- Understanding where extreme behaviours originate from
- How to identify our own behaviour traits through the use of Transactional Analysis to successfully manage our own emotions and those of our customers
- Delivering a great first impression
- How to direct and control conversations to keep them on track
- Exploring your organisational ‘values in action’ during customer service interactions
- Understanding complaints handling best practice
- The options to deal with abusive behaviour
- How to manage escalation when the customer will not be placated.
If your goal is to consistently deliver excellence in customer service, this workshop can be used as a platform for continuous improvement.
People who will benefit from attending this workshop:
- Frontline customer service staff
- Managers and team leaders of frontline customer service staff.
HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package please contact us by emailing training@hqnetwork.co.uk
