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Fwd: Easily resolve complaints and conflict to win customers

-----Original Message-----
From: Customer Complaint <>
To: dusty4894 <>
Sent: Fri, 6 Nov 2015 21:55
Subject: Easily resolve complaints and conflict to win customers

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Handling Customer Complaints
....and improving reputation

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"Very informative"
"The trainer was great fun and has a wonderful presence about her. Very informative and the course fully met and indeed exceeded all my expectations"
Close Brothers

Handling complaints well and resolving conflict situations caused by equipment failure, broken promises, inaccurate information or poor communication or service is vital in business

Birmingham - Manchester - London
This invaluable half day seminar is just
£169 + VAT

"Excellent content"
"Excellent content and well presented"
Richard Hall, Vison Techniques

Places book quickly for these very popular seminars
To secure your place, call us or email us now
We give priority to emails in the order in which they arrive
Call 0208 1083879
Visit Register Interest or Email Us
Available Dates
Wednesday 25th November 2015- Birmingham
Thursday 26th November 2015 - Manchester
Wednesday 2nd December 2015 - London

9.00am registration for 9.30am start to 12.30pm

Ask about our multiple bookers offer
Handling complaints presents many challenges and getting it wrong costs thousands, sometimes millions of pounds. Yet, if done well, the process will increase customer loyalty and improve reputation.

"Loads of food for thought"
"Very interesting. Loads of food for thought. Also ability to engage us and use of humour great."
Katherine Renton, LoCO2 Energy Ltd

Organisations which give outstanding service, including resolving matters when things go wrong, can charge five to six percent more than others as well as gain trust and positive reputation.

In any business things will go wrong. This may involve technical faults, process glitches and human error. Listening to the customer; understanding the problem with empathy; thoughtful diagnosis and resolution are key stages to a successful outcome.

"Not jargon filled"
"Very good. To the point. Not jargon filled and relative to real life situations"
Jatin Patel, OAMPS

Controlling emotion - yours and the customers are essential - but not always easy.

"Very useful"
"Very useful and gives a glance at both sides"
Lucie Williams, Red Brick Management

This seminar equips participants with both the theory and practice of handling dissatisfaction, anger and emotional exchanges. It will also help the service provider to protect themselves against extreme behaviour.

"Very good. Would definitely recommend"
Jessica Latter, InKind Direct
What's covered
  • Defining and managing complaints
  • The extent of complaints received
  • Process and policy - what happens to complaints and compliments
  • What impresses and what is remembered
  • Identifying one's purpose in handling complaints
  • Understanding before acting - when to phone, write or visit
  • Resolving a problem the first time without leaving loose ends
  • Dealing with emotion - responding rather than reacting
  • Questions to ask yourself first
  • Dealing with root causes
  • Language slips and misunderstandings - either way
  • Phrases to use and phrases to avoid
  • Jargon - the obvious and not so obvious
  • Originality/creativity - avoiding the usual clich£s
  • Use of the active and passive voice
  • The importance of beginnings and endings
  • The power of the definite article
  • The four types of sentence
  • A three stage life line
  • Being straight, friendly, open and honest
  • Communicating your effort, expertise and fairness
  • Turning negatives into positives without affecting integrity
  • Thanking the customer - sincere acknowledgement
  • Apologising and showing what you are going to do or have done
  • What you can promise - what you can't
  • Persuasion
"It was really interesting and enjoyable"
Suzanne Middleton, Come Into Play
The skills to transform customer complaint handling and benefit the company - learnt in just half a day

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Join the hundreds who have benefited from this excellent and worthwhile seminar

Training of this quality can cost hundreds of pounds
We are offering you this for just

£169 + VAT

Places book quickly for these very popular seminars to secure your place call us or email us now
(We give priority to emails in the order in which they arrive)
Call 0208 1083879
Visit Register Interest or Email Us
Available Dates
Wednesday 25th November 2015- Birmingham
Thursday 26th November 2015 - Manchester
Wednesday 2nd December 2015 - London

9.00am registration for 9.30am start to 12.30pm

Ask about our multiple bookers offer
Book the second
seminar and
save 25%
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Learn to deal with people with awkward, negative or difficult behaviour

Whether dealing with colleagues, managers, or customers. The first step is to learn to recognise and understand the root of these behaviours, which requires more self-awareness and attunement to your own behaviour patterns.
"Just a quick note to say that I found the course really insightful and useful for both work and home environments. Thank you!"
Or book any of our other popular seminars at the same time and save 15% on every one
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Whether it's a formal presentation or just across a desk to a colleague, you learn how to get your message across in a clear, confident and convincing manner.
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Double or even triple your reading speed in just three hours, with increased comprehension and understanding ...and make it stay that way.
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Gain vital skills and powerful insights, as well as the knowledge to deal with some of the more challenging aspects of your life and work.
Visit Register Interest or Email Us
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