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Customer Service and Understanding Upholstery Complaints
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 upholstery complaints. The course draws from the experience of The Furniture Ombudsman in handling thousands of upholstery 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. - Common upholstery complaints
Dye transfer, shading, cushion compression, scarring, puddling, etc. Do you know how best to deal with these complaints or even if you should? - Identifying common complaints
Identifying the common causes for upholstery complaints can help prevent these arising in the first place. Where they do arise sound general product knowledge can help to alleviate such complaints.
- Validity of complaints and potential remedies
A study of how to identify whether complaints are justified and a look at how to deal with them quickly and cost effectively. - British standards
Issues of consumer expectation, the relevance of British Standards to specific complaints will be discussed, and examples from our extensive archives will be used as appropriate. - 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 Dominique Le Grand on the number below.
Download Booking Form
Alternatively, please call 0845 653 2064, or e-mail training@thefurnitureombudsman.org to discuss you requirements
