Customer Complaints Handling Training Course

Our one day Customer Complaints Handling training course will show you how to manage customer complaints effectively, as well as ideas to proactively reduce them in the first place.

Customer Complaints Handling training course
Course Delivery Options

Public Open Course
Delivered as a virtual online course
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For Your Team
Delivered as a virtual online course or at your business
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Course Overview

Here’s all of the details you need about our Customer Complaints Handling training course. Click the tabs below to see more details. We’re here to help if you have any other questions. You can see all of the ways to get in touch on our contact us page.

This Customer Complaints Handling Training Course aims to help businesses increase customer loyalty and retention by providing the skills and knowledge needed to deal with customer complaints effectively.

Those who attend this Customer Complaints Handling Training Course will:

  • Understand what a complaint is and why people complain
  • Know what drives complaints in their individual organisation
  • Understand the skills and approaches needed to deal with customer complaints
  • Be more pro-active in identifying and fixing the things that cause complaints
  • Have a process to follow when dealing with a dissatisfied customer

Here’s what we cover in our Customer Complaints Handling Training Course:

Why People Complain

  • What drives someone to complain to a business
  • Feelings and emotions demonstrated during a complaint
  • Common reasons for complaints in the business
  • The impact of not dealing with complaints effectively

Complaint Handling Skills

  • The skills needed to handle customer complaints effectively (i.e. Empathy, Questioning, Assertiveness)
  • What each of the skills does and when will they be required
  • A simple model to use when handling complaints

Getting to the Root Cause

  • Using questioning techniques to gather all of the facts
  • Showing a customer that you are there to help
  • Using the fact-find to calm the customer

Dealing With the Complaint

  • Your body language, voice and the words you use during a complaint
  • Your response when a customer complains
  • Diffusing difficult situations
  • Using the skills in simulated exercises

Being Pro-active

  • Identifying what the causes of complaints are in your business
  • Looking out for reasons why people might complain and fixing it before it gets to a complaint
  • Gathering feedback from customers about their overall experience

Download a copy of the Online Customer Complaints Handling course overview by clicking here

Public Open Course

Our Customer Complaints Handling course is run as an open course. The course is delivered as an online virtual training course.

The course is fun and interactive with plenty of opportunity to practice the skills from the course.

Live Online Virtual
£195 + VAT per person
Group discounts available
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Bring This Course In-House

We can deliver this Customer Complaints Handling training course as an in-house course for your business. We can deliver this as either a virtual online course or in person at your organisation. To find out more about how in-house delivery works and to get a quote, click below.
In-House Course Details
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