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In our latest blog, we dive into our training processes and how they can help you and your team as a professional.
Designed for anyone responsible for resolving complaints, this course provides teams and individuals with the skills and confidence they need to perform effectively. Highly interactive, the course provides participants with the opportunity to develop their skills in workshops structured around industry-standard models. Namely, the course employs the AERO model which has been trusted to increase the efficacy of complaint resolution at a local level.
Particularly relevant in the current climate, this course addresses the rising complaint volumes faced across all sectors. With a focus on the emotional impact of complaints, the course identifies key mediation techniques that foster both early resolution and de-escalation. By exploring these alternative dispute resolution strategies, it is possible to provide individuals with the skills they need to resolve complaints at the point of delivery and interaction.
The course will also explore different perspectives and provide participants with the ability to understand the root of the complaints. This is achieved through learning about the ‘Aero approach’ and introducing techniques that have a history of helping teams to efficiently overcome challenges.
Ultimately, a finer understanding of mediation techniques provides participants with an improved understanding of what causes complaints and how they can be resolved through the effective use of a person-centered process.
Key Objectives
Improved confidence in using mediation techniques to resolve challenging customer complaints
Use of a methodology to improve consistency in successfully addressing challenging customer concerns
Programme
- 10.00: Welcome introductions and objectives
- 10.15: Approaching Resolution: What is the DNA of good complaint management? What does resolution look like? This session will draw on our own experiences as consumers, and will explore mediation techniques in action
- 11.15: Break
- 11.30: Case Study 1 and group discussion
- 12.15: Methodology and AERO model
- 13.00: Lunch
- 13.30: Case Study 2 and group discussion
- 14.15: Break
- 14.30: Case Study 3 – work on your own case
- 15.45: Summary and Personal Action Planning
- 16.00: Review
- 16.15: End of course
To register, please visit https://www.eventbrite.co.uk/e/mediation-and-complaints-resolution-training-tickets-372112437317
