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training course complaint handling skills
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
Quick Contact
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 |