Effective Complaint Handling

Overview

This course will use real examples related to your business in help you deal more effectively and consistently with complaints. The training will provide you with the key skills to effectively handle a customer complaint.

Who Should Attend?

This training is aimed at anyone who has contact with customers and are wanting to be more confident in knowing how to deal with complaints.

Benefits To You & Your Organisation

• Understand the importance of having simply and effective procedures to capture complaints but also capture suggestions and requests for service made by your clients.
• Recognise that importance of motivated, empowered staff who are able to address complaints without referring
• Be able to know when complaints need to be taken to your manager
• Raise confidence in being able to use Active Listening, Problems Solving and Conflict Resolution Skills and Techniques
• Be able to recognise the importance of Performance Targets when it comes to Complaints and encourage a culture where complaints are see as an opportunity to improve service
• Recognise the importance of service standards and how they are related to client expectations
• Be able to review existing complaint systems and to make recommendations to ensure you have systems in place that can identify problems. These systems will help to inform changes in the business to further improve the experience of your clients

Comments from some of our clients:

An interesting and useful course I would recommend

Reallly happy with the course makes you realise just how valuable customers are to the business

A very enjoyable and informative session - good for team building in the company as all departments took part

It was good to discuss actual instances with colleagues - helped to relate what we were learning

I liked the psychology behind what the trainer was saying

Felt the balance was right - informative and enjoyable

Well presented, clear slides and useful handouts

I found the trainer put the content across very well - time went very quickly and held my attention throughout

Extremely useful gave me much to consider when dealing with complaints

A very well presented, concise and professional delivered course