The Complaints and Angry Customers course helps sales and service providers understand how to approach the more difficult and challenging situations they'll encounter. It provides participants with a 6 step method for handling complaints, communication strategies for staying in control and for soothing feelings that are running high. And it equips participants with a process to help them meet the needs of the most challenging customer.

Module 1: Handling Complaints

•Getting to Grips with Complaints
•A Model for Successful Resolution

Module 2: Angry Customers

•Keeping it Adult
•The Angry Customer

Learning Outcomes
Once participants have completed this program, they will understand how to increase sales and customer loyalty by providing excellent customer service.

Specifically they will be able to:

•Understand why customers complain - complaints result from your failure to meet expectations - and how to treat complaints as an opportunity to improve.
•Use a systematic 6 step process to resolve complaints.
•Understand Parent, Adult and child behaviors - recognizing those behaviors in customers and controlling their own responses to keep interactions adult and productive.
•Manage an Angry Customer.

Balance Learning has a number of generic and customizable off-the-shelf content available as e-learning, interactive DVD, CD-Rom or classroom resources.

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