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  • Online

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    • 15th Jan 2021
    • 10:00am - 4:00pm
    • £249.00 (+ VAT)
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In-house training

  • All of our courses can be delivered in-house and are tailor-made to your needs. Held online via our virtual classroom or where safe to do so, at your premises or a nearby venue.
  • £1195 (+VAT & travel)
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Why book this course?

One of the most challenging parts of sales and marketing is fielding customer complaints. Your responses not only need to appease the customer concerned and resolve their issues, but also present your business in the best possible light - particularly when navigating complaints or reviews posted on social media.

Our Dealing with Customer Complaints & Confrontation course is designed to help you understand the causes of difficult behaviour and customer complaints from customers, and deal with them in a confident manner. Whether face to face, on the telephone or via social media, we will look at how you can diffuse confrontation with a customer without entering into an argument.

Who is the course for?

This course is ideal for anyone who regularly deals with customers either face-to-face, over the telephone or via social media.

It’s also useful for anyone that has previously or expects to have to deal with or handle difficult and confrontational customers, such as in a front-of-house environment.

What content will the course cover?

  • Understand why customers complain

  • Effectively listening, gaining understanding, showing empathy and building rapport

  • Strategies for handling complaints and difficult customers

  • Understanding the different behaviours displayed

  • How to remain professional throughout the process

  • Overcoming the obstacles to resolving the complaint

  • Knowing what to say, and not what to say

  • Knowing how to differentiate between work and personal emotions

  • Keeping your cool and not taking things personally

  • Learning how to say no without causing offence

  • How to diffuse confrontation professionally.

What will I get out of the training?

We will explore and review the service you are offering, and what you can do to prevent complaints or conflict happening again. Using practical skills and effective communication, you will learn how to remain calm and professional in the most challenging circumstances, turning every potential problem into an opportunity.

At Kent Trainers, we’re proud to adapt our courses to the needs of businesses across the region. Our Dealing with Customer Complaints & Confrontation course focuses on open discussion and feedback to give you a tailored training experience. By discussing the issues that affect you, you’ll gain an understanding of customer complaints that applies to your workplace, and bolsters your personal skill set.

What is the duration of this course?

This is a 1-day course. 

For In-person courses, the course commences at 9:30am and we aim to finish at approximately 4:30pm.
On all our scheduled courses, lunch is included and refreshments are provided throughout the day.

For virtual courses, we run 2 x 2 hr sessions. timings are 1000 to 1200 and then 1400 to 1600.  

Who will train me?

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Director & Principal Trainer

Suzanne Shaw

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What is my experience

I have been fortunate enough to have worked across the globe, with over 20 years in senior management and training roles. Throughout this time, I have gained a wealth of experience working across a diverse range of teams, cultures, and industries.

My roles in learning and development have been across both the private and public sector. These included working as a European Training Manager, based in Italy, as well as Senior Lecturer, delivering customer service training to NVQ's levels 2 & 3. Whilst working as Head of Training at a Kent based consultancy, I also headed up the delivery of ILM programmes and became the Internal Verifier for all courses up to level 7.

In 2006 I launched my own Training and Business Consultancy, allowing me to incorporate my knowledge of Business Management with Training. My focus since then has been on developing and delivering bespoke Personal Development and Management training courses for not only SME’s but right through to large corporations and public sector.

What is my area of expertise

I oversee the Kent Trainers training programmes, including the Leadership and Management programmes, which are accredited by The Institute of Leadership and Management. I maintain a keen interest in keeping our focus on delivering high quality, consistently relevant courses.

Specialist areas I cover include:
Management and Leadership
Performance Management
Customer Service
Team Development
Sales/Telesales
Coaching and Mentoring
Personal Development

Why I love inspiring others

I have a passion and enthusiasm for training which I believe is crucial to any training environment.  I believe in giving inspiring, thought provoking training that is not only engaging but can be utilised in real life, whether that is in business or life in general.