Online Handling Customer Complaints Training Course
Our one day Handling Customer Complaints training course will show you how to manage customer complaints effectively.
This Online 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 Handling Customer Complaints 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 Online Handling Customer Complaints 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
- 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
£195.00 + VAT
£185.25 + VAT
3 + Delegates
£165.75 + VAT
9.30am to 4.00pm
Price per delegate. Includes delegate course materials.
You can see the full schedule of open courses that we deliver by clicking here.
The reviews below are submitted by past delegates who have attended our Online Handling Customer Complaints training course. If you would like to see more then please get in touch. We can pull together some feedback from our evaluation forms to help you make a more informed decision about this course.
I found this training extremely helpful! Great tips.
-Teresa Rodrigues – 29th April 2020 – Online Complaints Handling Training Course