Complaint Handling with Conflict Management

Complaint Handling with Conflict Management


Complaints are often handled negatively and poorly. Understand how to manage complaints efficiently, handle conflict and deal with customers professionally.

Complaints and the organization

  • Why handle complaints?

Understanding complaints

  • What is a complaint?
  • Sources of complaints

  • Benefits and dangers of complaints

Understanding customers

  • Their perspective
  • Their perception

  • Their expectation
  • Dealing with and understanding their emotions

Dealing with conflict

  • Understanding the source of conflict
  • Understanding the relationship between conflict and the organization

  • Professional handling of conflict

Developing a complaint handling process

  • People and the process

  • Customer care competencies

Documentation, telephone and email skills

  • Handling documents and turn-around time

  • Capturing and responding to complaints telephonically or via email

Taking ownership

  • Roles and responsibility

  • Ways to improve

Understanding failures and how to avoid them

  • Impact and causes

  • People and system factors

Benefits of Attending

Participants will understand how to manage and handle complaints efficiently and professional. Complaints dealt with positively wins over customers and enhances survival of the organisation.

Delegate Feedback

Your service is wonderful! Thank you I’ve learned so much on how to deal with complaints in a positive manner. It’s not so bad after all!Anonymous
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