How to deal with contentious situations
A one-day course for front-line and reception staff. Telephone skills training using our telephone coaching equipment is a valuable option for a second day.
In this modern society people are becoming 'instant experts' because they have access to all sorts of information on the web, consequently believing they know their rights.
This knowledge fuels the fires of customer dissatisfaction. If things don't happen exactly as expected, the customer becomes dissatisfied and complains.
Initially, their complaint is in person, by phone or in writing. If this situation is not resolved within an acceptable time frame, the complaint will often escalate to a higher level.
Your role is to identify complainants' real need and find creative solutions.
You will learn to ...
present a professional image listen actively and ask questions work towards a resolution at first point of contact use positive language express empathy find solutions by thinking laterally

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