Start date: 14 May 2019
Duration: 1 Day
Location: Clayton Hotel, Dublin Airport
Cost: Member rate €100 / Non-member rate €125
This training will provide an understanding of personal and customer psychological states of mind when in a complaint / conflict situation. The programme will provide techniques to use when dealing with complaint situation to seek a WIN / WIN outcome. Learners will practice handling a range of complaint scenarios to explore alternative solutions and outcomes so that they are confident when dealing with a complaint and turning a negative into a 'High Value Positive'.
Learners will have an understanding of the psychology of complaint handling and the practice of complaint handling.
Who is the course for
Management and staff dealing with complaints or conflict situations.
- Psychology of complaint handling
- Practice of complaint handling