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Handling Customer Complaints

1 Day Course
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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.

Course Outline

1. 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
2. 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
3. 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
4. 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
5. 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

Private Courses

We can arrange your own private Sales and Customer Service course.

Tailored

Have us build a custom private course tailored to your needs.

Cost Effective

If you are looking to training a group of people private courses can be very cost effective.

Post Course Support

Unlimited post course email support on the course topics.

What Our Clients Think

This has been by far one of the most useful and well planned/executed training courses I have ever attended. For this to have been achieved remotely just adds to how impressive it was managed.

Trevor Stratton - Lincolnshire County Council

Very clear instruction, pace was kept moving, great snippets of advice given.

Robert Montgomery - Liberty Aluminium Technologies

Cannot fault the content & delivery of the course at all. A brilliant service from start to finish. Thank you Systematix.

Claire Mitchell - Denbighshire County Council

Trainer was very engaging, spent time explaining topics clearly.

Laura Choake - Desoutter Industrial Tools

Very good introduction. Well paced and suited a range of experience levels.

Felicity Howdle - Health Education England

The trainer was an amazing lecturer and the vba course was very usefull and well structured. Thank you.

Veronika Panton - Haven Power

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Introduction 1 Day
This course aims to help businesses increase customer loyalty and retention by providing the skills and knowledge needed to deal with customer complaints effectively.