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Dealing with Conflicts and Complaints

By: TSI Limited

Lagos State, Nigeria

26 - 28 Apr, 2017  3 days

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NGN 195,000

The customer is always right - right?  Sometimes there are occasions when the customer is not entirely right, or when their behaviour in making a complaint is such that they need to be appropriately managed so that the real issue is dealt with. How often have you, as a customer been on the receiving end of an inappropriate response from someone who has read you or the situation incorrectly?  This course introduces a model to enable you to identify appropriate tactics for managing issues with customers and avoiding potential conflict.

Learning Objectives:

  • At the end of this session, participants will be able to:
  • Deal with conflict and complaints with sensitivity and maturity; 
  • Demonstrate confidence and control when dealing with complaints;
  • Turn customer complaints into opportunities for repeat and referral business.

Course Outline

  • Common scenarios for customer conflict and complaints
  • Eliminating the causes of conflict and defensive behaviour
  • Dealing with difficult behaviours
  • The right intention: bringing out the best in people
  • The steps for dealing with complaints
  • Useful words and phrases
  • Turning complaints into opportunities

Case studies and workplace examples 

Digital Age Halls,Capital Building,332,Ikorodu Road,Idiroko Bus Stop,Near LASU Anthony Lagos. Apr 26 - 28 Apr, 2017
NGN 195,000.00 + 9,750.00 (VAT)
(Convert Currency)

+1-646-202-8832, 08033467639, 08023019508

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