A Trusted Learning and Development Advisor
A Trusted Learning and Development Advisor
Target Audience: This active Listening Skills course can be tailored for the specific cohort whether it be the leadership team, another group of managers/team leaders or employees.
Duration: This course is available as a 1-day course or a truncated 1/2-day course.
Delivery: This course can be delivered both in-person or virtually. For virtual delivery, we can use our virtual platforms or your organisations.
Group Size: We recommend a group size of 4–10 people.
How effectively does your team manage customer complaints?
When dealt with properly, complaints can turn unsatisfied customers into loyal customers and/or devoted supporters. Developing the ability to do so has a huge impact on your organisation’s reputation and success. Tailored in-house complaint handling courses provide powerful tools to improve customer satisfaction and resolve issues effectively.
By providing your team with the necessary techniques, any interaction, regardless of the challenge, can be handled with confidence and precision. Complaint-handling on site courses are designed to train participants to respond to complaints proactively and constructively. This also leads to improved customer satisfaction and enhanced brand reputation.
Participants will gain insights into complaint prioritisation and learn to listen without judgement. Our training also covers essential service recovery strategies and communication techniques. Instead of simply logging complaints, training empowers your staff to uncover root causes, identify root causes and effectively communicate resolutions, leading to better service and stronger business outcomes.
Our complaint handling courses can be tailored to suit your business or industry and can include training for the following:
Our comprehensive programs are designed to improve every aspect of customer interaction and service excellence. Further training with us will ensure your team excels in both communication and customer service. To further supplement your staff’s development, we also offers courses in business report writing, communication skills, and presentation delivery.
Investing in our professional complaint-handling training provides your team with the tools necessary to effectively resolve client/customer problems. Here’s why enrolling in our courses is a wise decision for your organisation:
Effective complaint handling is an essential ability that can significantly improve your leadership and management abilities. Our complaint handling courses provide your team with the strategies to resolve issues efficiently, lead with confidence, and build stronger relationships within your organisation and with clients.
Transform your approach to customer service. Explore our full range of professional development courses to enhance your team’s skills. We also offer micro-learning workshops that deliver more focused lessons designed to fit into busy schedules. Contact us today for an instant quote.
Q. Who should attend the Complaints Handling Training?
A. This course is ideal for customer service representatives, frontline staff, managers, and anyone responsible for managing customer complaints and feedback.
Q. What are the key learning outcomes of this course?
A. Participants will learn effective communication techniques, strategies to de-escalate conflicts, methods to identify underlying issues, and approaches to turn complaints into opportunities for improvement.
Q. Is this training available across Australia?
A. Yes, we offer the Complaints Handling Training in all major cities and regional areas across Australia, with options for in-person or virtual delivery.
Q. How long is the course?
A. The course can be tailored to your needs, with options ranging from 60-minute microlearning sessions to full-day workshops.
Building better relationships with your most profitable customers is vital. You need to start focusing better attention on your most profitable customers or somebody else will. Pareto’s principle suggests 20% of your customers are responsible for 80% of your revenue, so why treat all your customers the same.
How strong are your relationships with your most profitable customers?
Ask yourself the following:
Your Relationship Building program can be custom designed to help participants build better relationships with your customers.
For maximum effectiveness, this program is best conducted as an in-house program.
If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: [email protected] or contact us online today.
Here are 7 reasons to welcome complaints as an opportunity rather than an annoyance:
For maximum effectiveness, this program is best conducted as an in-house program.
Ideal group size: 4–12 participants.
Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost.
Duration: This program can be adapted to meet your requirements.
Cost: Price on request.
Target Audience: Employees, Supervisors, Team Leaders, Senior Managers or CEO’s.
If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: [email protected] or contact us online today.
Would you like to attend this program?
For maximum effectiveness, this program is best conducted as an in-house program.
Ideal group size:Â 4 – 12 participants.
Venue:Â For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost
Duration:Â This program can be conducted as a one day or half day program
Cost:Â Price on request.
Target Audience:Â Health Managers and Staff
If you would like more information on this training program, please contact: Preferred Training Networks on 1300 323 752
Email: Deborah at [email protected]
Setting positive customer experiences is a science and is proven to boost stakeholder engagement levels and simultaneously increase brand loyalty levels. Discover innovative ways to positively change your customers experience and interaction with your organisation.
Positive customer experiences – Who does them well?
The local ice cream store – Have you noticed that delightful aroma when you walk by your ice cream store. That aroma is manufactured and deliberately pumped out as there is a link between the inhaled positive experience and increased sales.
Courier companies – Many couriers are encouraged to leave your building at a fast pace. This gives some customers an implied e is that you are so valuable that they are running to meet your expectations. Watch as the couriers get round the corner and they dramatically slow down.
Disneyworld – One of the pioneers of setting positive experiences. They’ve replaced ‘hiring’ with ‘casting’. Visitors are always referred to as ‘guests’. Every experience you have at Disneyworld is finely crafted to ensure your experience is superb. This contributes to your likelihood of being a repeat visitor in the future.
Bunnings – Now here’s an experience. The BBQ and sizzling at the entrance. The children excited at the children’s activities section and the fenced playhouse. Stores are integrated and all staff wear an apron. Who would have thought a hardware store could deliver these experiences.
And who doesn’t?
We’ve all spent time queuing and waiting for customer service. Same old straggly line. No-one in the line is very happy. What can the service providers do to improve your experience?
Make sure to ask the presenter how an airline dramatically reduced the amount of complaints from people queuing at the baggage pick up carousel despite making no improvement on the waiting time
Would you like to attend this program?
For maximum effectiveness, this program is best conducted as an in-house program.
Ideal group size: 4 – 12 participants.
Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost.
Duration: This program can be adapted to meet your requirements.
Cost: Price on request.
Target Audience: Employees, Supervisors, Team Leaders, Senior Managers or CEO’s.
If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: [email protected] or contact us online today.
Plan of action
Participants will learn proven skills to build relationships with internal and external customers. Participants are often surprised how moments of truth impact both transactional and relationship based interactions. This course helps blueprint the customers experience and highlight opportunities to improve your level of service and customer relations.
This course captures the behaviours that build relationships with customers. By developing some key mentoring skills, your workplace champions will be able to embed these behaviours to your newer recruits or inexperienced representatives.
Would you like to attend this program?
If you would like more information on our customer relations training program, please contact: Preferred Training Networks on 1300 323 752 Email: [email protected]
MANAGING THE PLASTICITY OF YOUR SERVICE DELIVERY
Your customers continually form perceptions of your services. The key is to make as many positive perceptions as possible through positive customer experiences. Often you can’t control the outcome for the customer but you can control the experience the customer receives.
For maximum effectiveness, this program is best conducted as an in-house program.
Target Audience: Public Sector Staff and Management
Cost: Price on request.
Timeframe: This course can be modified to fit with your timeframe.
Venue: For your convenience, you can choose to conduct this program at your workplace. Alternatively, we can provide a training venue at a small additional cost.
If you would like an obligation free quote, Please contact:
Preferred Training Networks on 1300 323 752
Email: Deborah at [email protected]
or visit our website today: www.preftrain.com
It is critically important to deliver exceptional customer service consistently. Even when a customer’s needs cannot be met, it is crucial that their expectations be managed. Participants will also learn how to set positive experiences for customers which are proven to increase customer retention and boost loyalty levels
Common queries we hear:
How do I improve customer service? How can I make our customers more loyal? How do I deliver exceptional service to the customer? How do I stop customers from being so price sensitive?
| Module | Topics | Key Learning Outcomes |
|---|---|---|
| Module 1: Learning Outcomes | Introduction to Customer Service |
|
| “Moments of Truth” |
|
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| Improve Current Levels of Customer Service |
|
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| Module 2: Customer Loyalty and Satisfaction | Customer Loyalty Drivers |
|
| Why Customers Become Dissatisfied? |
|
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| Module 3: Communication Skills for Customer Service | Active Listening Skills |
|
| Questioning Skills |
|
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| Module 4: Handling Difficult Customer Interactions | Handling Customer Complaints |
|
| Dealing with Difficult Customers |
|
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| Committing to Behaviour Change |
|
This program can be facilitated in-house or virtually.
At Preferred Training Networks, we have more comprehensive courses like: workplace resilience, strategic planning courses, and business report writing. If you have any queries pertaining to any of these courses, feel free to contact our team today.
