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Dealing with Complaints Curriculum Training 41 Spend a few minutes going through what NOT to do when handling complaints. not enjoy it. • Don’t refuse to take responsibility – do not say “It’s not my fault.” or “It’s nothing to do with me.” • Never say “We’re doing our best.” – this suggests you lack the ability to correct it. bad experience with a poorly-trained employee will reflect on the whole
Ask delegates if they have their own rules about what NOT to say to customers.
Refer delegates to their pre-course work on the principal complaints
AC6 – COMPLAINT HANDLING IN PRACTICE
Split the delegates into groups of 3 or 4 to put together complaint-handling Each group has to examine one of these complaints and put together a scripted After preparing the scenario it will be acted out in full group and discussed. It is important that the APOLOGISE – EMPATHISE – REASSURE formula is used.
Your Notes
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