Handling public complaints

(One-day Workshop)

This one-day workshop is designed to determine the root cause of complaints so they can be dealt with quickly and effectively. Participants will learn to build on their natural styles, improve their communication skills and enhance the image of their organization.

WHO SHOULD ATTEND:

Any person who deals with the public in their day-to-day responsibilities and wishes to improve their skills.

YOU WILL LEARN:

• Understand their personal style when dealing with difficult people/situations
• Identify and implement effective changes to their style
• To identify the root cause of the complaint and highlight trends
• Enhance their communication skills and the ability to diffuse tension
• Utilize key strategies to resolve complaints successfully
  

COURSE OUTLINE:

Value of Complaints

• Understand why they can help the organization
• Determine why people don’t complain
• Explore the impact of expectations and perceptions and the relationship to complaints
• Understand why people see Public and Private Sector differently

Personal Style

• Understand their innate style when dealing with others
• Highlight changes to initiate positive impact in their style
• Understand the importance of customer needs and how to deliver them
• Review personal reactions on both sides of the customer interaction
• Explore the Johari Window to expand their knowledge

Difficult Customers/Situations

• Know how to maintain control and your professionalism
• Learn to identify the “real” reason for the complaint
• Understand what marks someone as a “difficult” person
• Utilize key skills and strategies to deal with the concerns
• Learn to anticipate reactions and be ready with a solid response
• Be comfortable and able to say “No” when necessary
  

Methods:
This is a highly interactive session using real time complaints and situations. The day involves case studies, small and large groups discussions, individual exercises to explore their styles, and working in pairs to resolve issues.

For information regarding this course, please contact:

Colin Watson
Relationship Manager
J Watson Associates Inc

Tel: 905 820-9909

E-mail: sales@jwatsonassociates.com