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

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