Complaint Handling

Course Synopsis

Our UK customer complaint 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 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

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