Handling customer complaints can be difficult, but successful organisations rely on satisfied customers. Customers are increasingly demanding the best, fastest and most convenient and if they feel their complaint or objection is not being heard and dealt with effectively they will take their custom elsewhere. Being able to listen, respond to and handle customer complaints in a positive manner will be an important step in creating long-term customer loyalty.

This practical and interactive handling customer complaints training course will help develop the range of professional interpersonal and communication skills required to deal with customer complaints confidently. Practical examples, role-plays, self-appraisals and discussion forums are used to enable delegates to develop the skills to 'think on their feet' and leave the customer reassured.

Course Objectives

Gather information, even in a tense situation, in order to deal with the real problem.
Defuse customer anger and build rapport.
Communicate with confidence and assurance.
Maintain professionalism under pressure.
Create customer satisfaction.
Provide a solution.
Monitor and analyse complaint levels and identify remedial action.

Course Designed For

Front line staff who are in daily contact with customers either face-to-face or over the telephone.

Maximum Number of Delegates

Eight

In-House Delivery Option Available

Yes

The Complaint - How to Control It

The damage complaints can do to your organisation
Making sure the complaint does not escalate
Accepting customer feedback graciously
Re-building the customer relationship
The various techniques required to handle written, telephone and face-to-face complaints

Communication that Works

Developing the right attitude - feeling good, thinking positively
How to sound confident, caring and helpful - building rapport
Active listening
Gathering the information
Checking understanding
Successful telephone techniques - the do's and don'ts

Remaining Calm - Not Over-reacting

Recognising how serious is the customer's concern
Defusing a difficult situation
Empathise with the complaint - don't join in the criticism
Gaining the customer's respect
Identifying common ground

Creating Satisfaction from Dissatisfaction

Ensuring the customer feels listened to
Let the customer know what can/will be done about their complaint
Taking responsibility for the successful outcome
Getting across your point of view - re-building commitment
Monitoring complaint levels versus performance standards
Identifying processes to deal with the most common objections
Influencing the organisation - collectively looking to avoid future problems

Personal Development

Creating an action plan

£464.13 (£395 + VAT) per Delegate.

Discounts are available if 2 or more delegates from the same organisation attend the same course.

Please read 'How much does each course cost' on our FAQ's page for details.

Excellent, I would happily recommend this course to others. Thanks for a great day, very interesting and informative.

Customer Complaints Handler - UK Security Company

My work involves liaising with one particular client who gives us the majority of our business. When I started in this role, we had a huge number of complaints that were beginning to prove difficult to handle and were endangering the relationship we had with the client. I attended this course learned a variety of techniques for handling complaints as well and monitoring the process.

The results were amazing. Our complaint levels have dropped dramatically allowing me to concentrate on delivering excellent service to the client.

I can honestly say that this result would not have been achieved if I had not attended the training course and implemented the findings.

Quite simply, superb.

Complaint Handling Officer - Mortgage Broker