COMPLAINT HANDLING Your name

Objectives At the end of this training you will be able to: Explain why good complaint handling is important to the business Handle complaints effectively and consistently using the AURA approach Handle hostile complaints calmly and professionally Turn around customer complaints and dissatisfaction

Why are complaints good for business?

Makes customers feel better Here’s why 1 Makes customers feel better 2 Fixes problems 3 Improves the business

How to make a bad situation worse Poor word choice React badly Don’t try Don’t care Don’t keep promises Don’t listen

How to make a bad situation better Good word choice React well Try Care Keep promises Listen

AURA Analyse Understand Respond Act A U R A

Dealing with hostility Customer’s name Self-control Empathy Listen actively Adjourn Offer options

Abusive Caller

Three strikes and you’re out!

Objectives Now you can: Explain why good complaint handling is important to the business Handle complaints effectively and consistently using the AURA approach Handle hostile complaints calmly and professionally Turn around customer complaints and dissatisfaction