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Customer Service and Understanding Home Improvement Complaints - July 21st 2011
About the course
This course is designed to equip delegates with all the information necessary to ensure that they are confident in delivering excellent customer service, and to aid them in their understanding of the issues surrounding home improvement complaints. The course draws from the experience of The Furniture Ombudsman in handling thousands of home improvement complaints and disputes.
What will it cover?
- What is customer service?
A detailed study of the most important aspects of customer service and how this relates to your job on a day to day basis. - The importance of retaining customers.
A look at the importance of retaining customers, particularly in view of the UK's current economic climate, and the impact that this can have on your business. - Turning around a customer's dissatisfaction and complaints.
A look at how it is possible to turn a customer's complaint into a positive experience. - Dealing positively with challenging situations.
A look at how to defuse potentially challenging situations when communicating with customers. - Consumer Expectations vs. Consumer Entitlement
A discussion as to what the consumer may be looking for when entering into a home improvement contract, i.e. adding value to their home, lifestyle enhancement, etc.
Vs.
What the consumer can actually expect to receive - a look at what the law states and how it can be applied to home improvement contracts. - Common Home Improvement Complaints
Delay & Inconvenience; loss of facilities; pricing of goods/services; damage to property; quality of fitting; design issues; supply only contract issues etc: Do you know how best to deal with these complaints or even if you should? - Validity of Complaints and Potential Remedies
A study of how to identify whether such complaints are justified and a look at how to deal with such complaints quickly and cost effectively. - Consolidation - Case studies from The Furniture Ombudsman
This course is delivered partly as a workshop and partly in lecture format using Microsoft PowerPoint.
Who should attend?
- Anyone who deals with consumers
- Customer services staff
- Customer Service Managers
- Store Managers
- Team leaders or Supervisors
In-house training
This course can be delivered in-house and tailored to suit your specific needs.
To discuss your requirements please contact us on the number below.
Download Booking Form
Alternatively, please call 0845 653 2064, or e-mail training@thefurnitureombudsman.org to discuss your requirements
