We facilitate close relationships with training partners, resulting in enhanced productivity and a dynamic learning experience with TeamsPlus. We facilitate close relationships with training partners, resulting in enhanced productivity and a dynamic learning experience with TeamsPlus. We facilitate close relationships with training partners, resulting in enhanced productivity and a dynamic learning experience with TeamsPlus.
Courses
Trevor Slater’s Complaint Handling Skills Webinar Series
3 CPD Hours$5.99 - $7.99 NZD
Course description goes here. This is a description of the course content. This is something that people will read to find out some information about this course. Perhaps clicking on the course will open it into something that displays the individual sections (if we are supplied that Data).
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Course outline
1
2
perspective
This session is about finishing the fast rapport and moving to testing your perspective and moving from ‘I am right, you are wrong’ to ‘we have a problem how can we fix it?’3
Negotiating - Part 1
Understanding the key parts of interest based negotiation and using it to generate a resolution is the aim of these next two sessions. Attendees will learn how to identify ‘The What, the Why and Options’ and how to prepare for the negotiation.4
Negotiating - Part 2
Understanding the key parts of interest based negotiation and using it to generate a resolution is the aim of these next two sessions. Attendees will learn how to identify ‘The What, the Why and Options’ and how to prepare for the negotiation.5
Negotiating to a successful conclusion
We hone the negotiation skills in this session and learn about BATNA, reality testing and how to move towards a successful conclusion when communicating with the complainant. Confidentiality and confirming a resolution are also covered.6
Detecting Deception
How do you know the complainant is giving you all the information you need? Scientific Content Analysis (SCAN) is a proven method of identifying missing information. This session teaches some key indicators of where missing information is, the importance of having the missing information and how to respond to those indicators.Prices
Bundle 1
$7.99
Sessions 1 & 2. For all support and claims staff - what to look out for and identify for a rapid resolution. Essential for all members of the team
Bundle 2
$6.99
Sessions 3 to 6. For anyone in the organisation who has the responsibility of investigating and resolving complaints. With the surge in recent claims and delays that customers are experiencing, these courses have the potential to save your organisation from the time and pain of time consuming complaints.
Bundle 3
$5.99
Sessions 1-6. The complete series
Trevor Slater’s Complaint Handling Skills Webinar Series
5 CPD Hours$6.99 - $8.99 NZD
Course description goes here. This is a description of the course content. This is something that people will read to find out some information about this course. Perhaps clicking on the course will open it into something that displays the individual sections (if we are supplied that Data).
Show More
Course outline
1
The first five minutes
The right reaction when you first receive a complaint is vital to successful early resolution. This session teaches how to build fast rapport with a complainant and why this is important.2
perspective
This session is about finishing the fast rapport and moving to testing your perspective and moving from ‘I am right, you are wrong’ to ‘we have a problem how can we fix it?’3
Negotiating - Part 1
Understanding the key parts of interest based negotiation and using it to generate a resolution is the aim of these next two sessions. Attendees will learn how to identify ‘The What, the Why and Options’ and how to prepare for the negotiation.4
Negotiating - Part 2
Understanding the key parts of interest based negotiation and using it to generate a resolution is the aim of these next two sessions. Attendees will learn how to identify ‘The What, the Why and Options’ and how to prepare for the negotiation.5
Negotiating to a successful conclusion
We hone the negotiation skills in this session and learn about BATNA, reality testing and how to move towards a successful conclusion when communicating with the complainant. Confidentiality and confirming a resolution are also covered.6
Detecting Deception
How do you know the complainant is giving you all the information you need? Scientific Content Analysis (SCAN) is a proven method of identifying missing information. This session teaches some key indicators of where missing information is, the importance of having the missing information and how to respond to those indicators.Prices
Bundle 1
$8.99
Sessions 1 & 2. For all support and claims staff - what to look out for and identify for a rapid resolution. Essential for all members of the team
Bundle 2
$6.99
Sessions 3 to 6. For anyone in the organisation who has the responsibility of investigating and resolving complaints. With the surge in recent claims and delays that customers are experiencing, these courses have the potential to save your organisation from the time and pain of time consuming complaints.
Bundle 3
$6.99
Sessions 1-6. The complete series
