Slide Slide No Trainer Notes Trainer stresses to trainees importance of taking responsibility for resolving complaints they are dealing with highlighting: This should be done immediately after the apology it is vital this action is taken – straight-away There is little point acknowledging a problem and then ignoring it this will only – make a bad situation worse This is usually what the customer wants for someone to fix the problem. – Slide Slide No Trainer Trainer states to trainees they can demonstrate intention to resolve the complaint by using one or more of the following: Introducing yourself by name and position so the customer who they are – talking to Making an appropriate statement of assistance: can I help?” “How see what we can do to fix this” “Let’s Finding out the complaint through: – Asking questions more on this topic is presented on later slides – Listening to responses more on this is presented on later slides – Suggesting, developing or offering possible solutions see section – ‘Handle complaints in accordance with enterprise procedures’. Class Activity Demonstration – Trainer conducts a demonstration showing how to: Handle an initial complaint with sensitivity, courtesy and discretion Offer an apology Take responsibility for resolving the matter. Slide
Slide Slide No Trainer Notes Trainer stresses to trainees importance of taking responsibility for resolving complaints they are dealing with highlighting: This should be done immediately after the apology – it is vital this action is taken straight-away There is little point acknowledging a problem and then ignoring it – this will only make a bad situation worse This is usually what the customer wants – for someone to fix the problem. Slide Slide No Trainer Trainer states to trainees they can demonstrate intention to resolve the complaint by using one or more of the following: Introducing yourself by name and position – so the customer who they are talking to Making an appropriate statement of assistance: “How can I help?” “Let’s see what we can do to fix this” Finding out the complaint – through: Asking questions – more on this topic is presented on later slides Listening to responses – more on this is presented on later slides Suggesting, developing or offering possible solutions – see section ‘Handle complaints in accordance with enterprise procedures’. Class Activity – Demonstration Trainer conducts a demonstration showing how to: Handle an initial complaint with sensitivity, courtesy and discretion Offer an apology Take responsibility for resolving the matter. Slide
TG_Manage_&_resolve_conflict_situation_refined.docx