1. COMPLAINT HANDLING
Your name

2. 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

3. Why are complaints good for business?

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

5. 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

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

7. AURA
Analyse
Understand
Respond
Act A U R A

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

9. Abusive Caller

10. Three strikes and you’re out!

11. 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