Course Benefits

By the end of the program, participants will be able to:

• Explain the importance of customer complaints

• Apply empathy in complaint situations 

• Apply appropriate techniques (active listening, first impressions, body language)

• Apply the 5 step approach

Who Should Attend

Course Outline

• Importance of customer complaints

• Measuring customer complaints

• Techniques: active listening, empathy, first impressions

• 5 Step approach

  • Create the right atmosphere

  • Identify problem

  • Find solution

  • Implement

  • Root cause analysis

Course Prerequisite (s)

Instructor Biography

Keira Pierce

Keira Pierce joined GCAS in April 2011 as the Behavioural Programmes Manager. Her role includes consultancy, design and delivery of training programmes. Her specialism is customer service, soft skills and leadership.

A university graduate with 13 years experience in the Aviation and service sectors, she worked for many years at BAA Edinburgh Airport as Terminal Operations Manager, before moving in to strategic customer service roles.

Qualifications:

• BA Honours Degree English Literature and Language
• TRAINAIR PLUS Course Developer
• ICS (Institute of Customer Service, UK) coach
• CIPD member