presented by VETTA COMMUNICATION (PTY) LTD Tel: 086 111 VETTA (83882) Email: info@vetta.co.za
COURSE OBJECTIVES:
What is the cost of complaints to a business? Complaints are often regarded as negative and troublesome issues that deflect resources from ‘real work'. Complaints are positive – how you handle them and win over your customers is crucial to the survival of your organization. Take responsibility and deal with conflict situations promptly and speedily.
COURSE CONTENT:
1. Complaints and the Organization
Why handle complaints?
2. Understanding Complaints
What is a complaint?
Sources of complaint
Benefits and dangers of complaints
3. Understanding Customers
Perspective
Perception
Expectation
Dealing with emotion
4. Develop a complaint handling process
People and the process
Customer care competencies
5. Documentation
Handling documents and time factors
Capturing the complaint
6. Ownership
Roles and responsibility
Auditing and improvement
7. Understanding failures of the system and how to avoid them
Impact and causes
People and system factors
8. Dealing with conflict
Understand how conflict comes about
Understand the relationship between conflict and the organization
Handle conflict effectively
COURSE DETAILS:
Duration: 1 day. Cost: R 1650 per person excluding VAT. Price includes lunch, refreshments, training manual, tuition, e-certificate and personalised feedback. This workshop can also be presented at your premises.
