9.30-9.45am Introduction and welcome to the course and its objectives
9.45-10.45am The psychology of why people complain. What are the fundamental reasons for complaining and how we can prevent it happening in the first place
10.45-11.00am Coffee Break
11.00-11.45 Advanced Communication Skills. Responses that resolve. The strength of empathic listening.
11.45-12.30 How to deal with different behaviours and challenging personalities that ensure minimum amount of stress for you.
1.30-2.15 Complaint handling formula’s and strategies
2.15-3.15 Dealing and developing feedback forms, online reviews and complaint procedures
3.15-3.30 Coffee Break
3.30-4.15 Let’s practice what we have learnt. What will we do differently? Creating an action plan to ensure that we maintain confidence, composure and calmness in our future complaint handling scenario’s
4.15-4.30 Course summary