Complaints handling training course run in-company by KSL Training UK
 
 
Complaint handling training course

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Complaints Handling

Course Synopsis

Our UK customer complaints handling training defines the process and methodology needed to create an effective customer complaint 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 dealing with customer complaints
  • 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
 
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Complaint Handling Course
  • Duration 1 day
  • Available as in-company training only
  • For 3 - 12 participants
  • KSL Training delivered
    by MCIPD trainers

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KSL Training, 4 Water Lane, Greenham, Newbury, Berkshire, RG19 8SS, UK
Tel: +44 (0) 845 224 3971 |