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complaint management
                   PACOCOMPLAINT ©

 
objective   To improve the effectiveness of complaint management through the improvement of complaint management skills and handling
 
target group All employees wishing to improve their knowledge and skills related to complaining customers
 
topics

What is a complaint?

What is the relation between quality and a complaint?

What is the cost of a complaint?

What are the basic skills in complaint management?

How to be assertive?

differences between assertiveness and aggression
usage of the NDESC-model

10 steps in complaint handling

How to handle

telephone complaints
face-to-face complaints
written complaints?


How can I positively influence the communication climate?

Advantages of positive mindset, empathy, mirroring, kiss, visualising words, permissive environment

Set up of complaint management process and procedures

Auditing of complaint management:

When is a customer satisfied about my complaint management?

Cases

provided by attendees

 
   
duration 2 days
 
     

 

 
to top
 
sales skills
 
buying skills
 
telephone skills
 
communication skills
 
presentation skills
 
effective meetings
 
time management
 
team building
 
leadership and empowerment
 
change management
 
negotiating skills
 
complaint management
 
       
 
printable version (pdf)