Course Information

Overview

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.

Prerequisites

There are no prerequisites for this course.

Outline

  • 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
  • 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
  • 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
  • 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
Dates and Prices

There are currently no public dates for this course. This course can be run as a private course either at one of our training centers or at your offices. To get pricing for this use our quote wizard to generate a customised quote or call us on 0118 324 3000 to discuss your requirements.

image
1 Day

Testimonials

  • Noel was an excellent tutor. He did check all of the group was able to keep up and if there were any problems or questions of the attendants, he was always willing to help.

    Marianne Seager-Wincanton
  • This was a really good training, nicely paced, very useful and well presented. Thank you, Stuart!

    Joris Latinne-Oracle