Complaints training - Dealing with difficult customers

MANAGING COMPLAINTS

Inability to effectively handle complaints made against your services, products or staff members can seriously affect the well-being of individuals and the success of your business.

AFTA Thought provides a unique way of training staff and managers to deal with external and internal complaints, understand contributory factors and implement practical solutions to prevent recurrence.

Our creative team customises complaints training sessions to address specific problems and potential risk areas in your business in a safe, confidential way. We use drama and discussion to analyse scenarios which could lead to frustration and resentment and our dynamic training environment allows alternative outcomes and different perspectives to be explored.

Workshops educate staff and managers on best practice in a number of areas, including:

Assessing severity and priority
Dealing with difficult customers
Analysing root causes and translating into policy
Handling malicious complaints
Establishing complaint procedures

AFTA Thought works with a wide range of organisations and has a track record of providing complaints training for clients whose businesses have a high level of customer-facing activity including the Leisure, Tourism and Hospitality sectors.

Our sessions are highly cost-effective and can be delivered to groups of between 10 and 200 people. We can also deliver training as part of your corporate conference programme.

If you would like to know more about Managing Complaints training, please contact us.

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MANAGING COMPLAINTS

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