Complaints Training – Service Recovery Through Omni-Channel
This is an in-depth course which identifies the best practices around handling complaints and service recovery.
Who Is This Course For?
Those leading the customer experience, and the customer service teams themselves.
Many brands have elongated or ‘linear’ complaints systems ultimately designed to deter anyone from complaining. These can take considerable amounts of time and have bureaucracy that is inherently slow and expensive.
Once you’ve realised that empowerment of your colleagues to negotiate and compensate customers will actually save you money, then the rest is easy.
Just get Reality Training to take your people through the Reality service recovery course and your teams will instantly understand:
- The true cost of a complaint.
- The right way to receive a complaint.
- The language to use around apologies.
- Negotiating settlements.
Once you understand that service recovery is part of what you do – and that to do it well will make you more money than you lose, then this module makes total sense.
A typical project will look like this:
- Research the current system – identify the flaws and costs.
- Develop the training content.
- Option to Create a training support DVD.
- Deliver Training programme.
- Training Managers to Embed this Process
- Training Webinars, Ebooks and online embedding.
Reality Training has delivered service recovery training to TUI UK, Costa Coffee and Kuoni UK, so to put together your first project and start saving money contact
For more information on these or any of our Training Courses, please contact us below.
“The feedback from the team was very positive about the content of the training and also they have confirmed that the delivery was excellent. As you are aware our main goal from the workshop was to reduce our time to market for the products we design. We have utilized what we learnt to develop better planning, have concurrent processing and better ownership of projects” Jane Ridley – Human Resources Manager – Murata