Communicating to Influence
Complaints Handling
Duration: One day This is for: Leaders & managers
Duration: One day This is for: all colleagues
Session Overview • Discuss the importance of effective complaints handling • Analyse the importance of mindset in approahing a customer complaint • Discuss key techniques for handling emotionally charged individuals Impact Explore the crucial role complaints play in lasting relationships, customer loyalty and brand reputation. We’ll delve into the significance of mindset in transforming complaints into purposeful conversations, confidently working towards first-time fixes, and strengthening relationships with customers. We’ll explore ‘Complaints Mastery’, identifying opportunities to contribute to a culture of exceptional customer service and share our confidence.
Session Overview • Understanding the barriers to influential communication • Differentiating between the three levels of listening • Implementing the AIDA approach Impact Enhance your communication skills and develop your active listening abilities to better understand, connect with, and influence your audience or colleagues. The session will enable you to clearly and directly communicate your purpose, frame questions to enhance written, verbal, and non-verbal communication, and develop skills which are integral to successful leadership.
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