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Summit Workshops
Strategic Leadership
Introduction to Action Centred &
Organisation Leadership
Appraisal
Techniques
Communication Skills
Presentation Skills
Problem Solving
Developing a Team
Giving & Receiving Feedback
Being a Leader -
What is Coaching
Meeting
Skills
Written Communications
Customer Service -
Positive Handling
of Customer Complaints
Putting Customers First
Change Management
Team Building
Planning Techniques
NLP
Leadership -
Coaching for Performance Management
Time Management
Telephone Techniques
Assertiveness
Leading
a Team
Stress Management
Transactional Analysis
Handling Challenging Behaviour
Introduction
to Negotiation
Minute Taking
Positive Handling of Customer Complaints -
· Understand the impact you generate on customers; negative and positive
· Understand the change in your thinking and behaviour that is required to manage complaining
customers
· Recognise that it is important not to take complaints personally but to respond in a professional
manner
· Establish rapport with angry and abusive customers and resolve their complaint
· Appreciate the value to you and your customers when you remain calm and resist their pressure