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In this Webinar, the Furniture and Home Improvement Ombudsman provide some best practice insights into complaint handling from their experience of managing escalated complaints about furniture retailers and the supply chains within which they operate.
Where
Online
Details
Aimed at staff dealing with complaints face-to-face, over the telephone and in writing, or those managing frontline teams, this Webinar provides some practical guidance and tips to manage complaints effectively, reducing the need for escalations, including:
- Central principles of customer relationship management
- Recognising and managing negative emotions
- Building rapport and trust
- Learnings from the Ombudsman and other sectors
- Practical Takeaways