Handling Compliments, Complaints and Criticism

Course aim

To provide delegates with the tools and techniques to help them handle complaints & criticism effectively, using tact and interpersonal skills to achieve a win-win.

By the end of the training event, delegates will have:

1. Know the benefits of handling compliments, complaints and criticism positively.
2. Have looked at how behaviour breeds behaviour, and how our attitude can either defuse or inflate the customer’s anger.
3. Be able to use the core principles of rapport building to relax the customer and build trust.
4. Have identified ways of empathising with the customer to defuse their emotion.
5. Know how to talk in “can do’s” rather than “can not’s”.
6. Be able to take control of the conversation with reassurance statements and verbal signposting.
7. Be able to use positive language and power words to build confidence and trust.
8. Be able to say ‘no’ assertively in a variety of ways maintaining respect for the customer.
9. Use customer benefits when explaining options to make the solution sound attractive to the customer.