Home About Us Courses Client List Testimonials Contact Us Handling Complaints & Escalated Calls        Handling Complaints & Escalated Calls is a one day fully customised in-house training course to improve your group's ability to handle difficult Customers, irate Callers, escalated calls or Customer complaints. Each course is created for that specific group, is set in their real context and uses their real calls as course material. Handling Complaints and Escalated Calls is an advanced telephone skills course that will improve focus, call handling skills, timing and the ability to control the interaction to a successful outcome. The group will gain valuable tools, tips, techniques and a new confidence in their abilities.               contact us        Course Outline - Handling Complaints & Escalated Calls: Refreshing our Purpose- The importance Customer loyalty to Business; The importance of each Customer complaint; The importance of turning the negative experience in to a positive Identifying the goals with an escalated call or Customer complaint - What is a successful outcome - for the Customer, for the Company? What exactly am I trying to achieve on each call – task goal & people goal? Building a ‘goal focussed’ approach Increasing awareness of core skills on the telephone- First impressions count, greeting, listening & listening responses; good questions vs bad; positive definite language; maintaining rapport throughout the call; gaining agreement; good positive closes for different situations Increasing our understanding of the Customer- seeing the issue through their eyes; building empathy The Assertive Zone- the key to success; Understanding aggressive or submissive behaviour & language style; Understanding trigger reactions. Empathy & assertiveness- the key to complaints; avoiding being aggressive or submissive; staying assertive & bringing your customer there Stucture and Timing of the Call - Techniques to capture the call at the beginning & to defuse emotions; moving from phase to phase effectively & bringing the Customer with you, changing style as we go; moving to the close & timing this. The Problem Solving Curve – gaining an understanding of the timing of a problem call Role-play & practice improving your real calls – Recording, play back & learning key skills, tools & techniques - using your real situations & customer types as practice material. Collecting real approaches & phrasing for specific situations Building expertise within our Team – building a ‘job aid’ of best practice; building positive customer focus; ideas to keep us confident, motivated and strong        Course Duration: 1 Day Optimum Group Size: 10 – 12        If you would like to discuss your training needs, please call at - 01 8431330        More Telephone Skills Training -        1. Customised Customer Service Training 2. Customised Telephone Skills Training 3. Tailored Telephone Sales Training 4. Cross Selling and Upselling in a Customer Service Environment - - Back to Top        Management Development Leadership Development Training Supervisor Training Managing People & Performance Leadership and Management Coaching Team Building for Leaders Presentation Skills for Leaders Communication Skills for Leaders Time Management & Personal Effectiveness Training Report Writing Training Excellence with Customers Professional Sales Training Customer Service Training Telephone Skills Training Course Cross Selling & Upselling Training Telephone Sales Training Handling Complaints & Escalated Calls Writing Letters & Emails Course Team Building Events Team Alignment Workshop Teambuilding Activity Day Team Customer Focus Workshop Investing in Us – Team Development Workshop Achieving our Goals Workshop          Focus Training, Executive House - Whitestown Road, Rush, Co. Dublin, Ireland        Phone: + 353 1 8431330        Fax: + 353 1 8431331        Email: info@focustraining.ie          Powered by: go2web