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Complaint Handling Training

Course Synopsis

Our UK customer complaint handling training defines the process and methodology needed to create an effective customer complaints handling procedure, aimed at effectively handling a customer complaint.

Target Audience

The course provides valuable in-house training for individuals who are responsible for handling customer complaints.

Course Objectives

This in-company run training course aims to provide participants with the key skills to effectively improve their effectiveness in handling a customer complaint.

Programme Topics

  • What defines something as a complaint
  • Perceptions
  • The visible and invisible costs of customer complaints
  • The benefits of complaints
  • Key skills and qualities for successfully and effectively handling a customer complaint
  • Positive body language
  • Questioning and listening skills
  • Complaint empathy - seeing things from the other person's perspective
  • Know what authority/power you have
  • Agree a course of action with customers (win/win - customer and organisation)
  • Making commitments and honouring promises for complaint resolution
  • Demonstrate how to handle a complaint

Methods

  • Trainer presentation and input
  • Group discussion
  • Questionnaires
  • Individual and small group exercises
  • Case studies
  • Role plays and workbook

Where we Work

We deliver in-house complaint handling training to companies across the UK including the following locations:

  • London and the South East
  • Cambridge
  • Norwich and East Anglia
  • Leeds and Bradford
  • Oxford and Swindon
  • Manchester and the North West
  • Southampton and Bournemouth
  • Birmingham and the Midlands
  • Nottingham
  • Bristol
  • Cardiff and South Wales
  • Exeter and the South West
  • Newcastle
  • Glasgow and Edinburgh, Scotland

Note: Complaints handling training courses are also offered in other UK cities and regions.

In-house complaint handling training courses
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Well delivered and presented. Great that it was made to relate to real life scenarios in the Schools Advisory Service.

Michelle Swann

Schools Advisory Service