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Key training areas
5. The frontline series
Frontline staff are frequently faced with angry, abusive and difficult customers, who may at the same time have legitimate complaints. Often, they don't know how to respond in a constructive and positive way, and end up either pushing the customer further away and escalating complaints, or feeling overwhelmed and abused. Relationships with managers and colleagues can be challenging, too, with frontline staff feeling stuck between flight and fight.
Our programmes provide a solid bedrock of communication skills and strategies to promote listening and assertive communication. Participants will be able to move customers forward from complaint to resolution; they will be able to raise issues up the management line more clearly and appropriately, and be confident and skilful at managing their peer to peer working lives.
By adopting a more skilful, customer-focussed approach to complaints, your organization will save time, and benefit from handling complaints well. As well as understanding how important it is to treat complaints seriously and constructively, participants will identify and understand some of the barriers to effective complaints handling.
We can include work on handling conflict and difficult behaviour on the phone, in e-mails and texts.
These programmes are suitable for:
- People at the gateway of your organisation
- Receptionists
- Front desk staff
- Customer service staff
- People who receive complaints
- Managers to whom complaints might routinely escalate
All these courses are tailored to the participants. Each course can be taken as a stand alone course, or you can use these titles as a menu from which to can create a special programme for your staff. We specialise in tailored in-house programmes.
5.1 Managing difficult people - 1 day skills based
5.2 Managing complaints - 1 day skills based
5.3 Personal safety and conflict management at work - 1 day practical breakaway strategies and talk-down techniques
5.4 Negotiation skills - 1 and 2 day on principled negotiation
5.5 Managing stressful situation at work - 1 and 2 day personal stress management with an emphasis on practical strategies and communication skills
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