Effective Communication & Complaint Handling

 Effective Communication & Complaint Handling

Duration: 1 full day

Facilitator: Call Focus

Target Audience: The course is designed for people who communicate directly with internal and external customers/stakeholders both on the telephone or on a face-to-face basis 

Course Content:

Build confidence with colleagues and customers, manage complaints effectively & deliver a great experience

Overall Aim: The aim of this workshop is to help participants develop a greater understanding of the importance of effective communication for delivering a great customer experience – whether it is with students, colleagues, customers and other stakeholders on the telephone or on a face-to-face basis (including teams). Participants will gain the core skills to enable them to create a “customer centred” approach.  They will learn to connect, influence and build valuable relations whilst managing other people’s expectations. Finally, they will also learn to pre-empt difficult situations and deal with complaints in a calm and assertive way, without reacting inappropriately resulting in better conversations.

Staff who are interested in this workshop should register via: People XD | 28.0.93 (corehr.com) and search for “Handling”. If there are no upcoming dates, please register for the “waiting list” and we will advise you of new dates in due course.