Handling Customer Complaints Training Course

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.

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

Here is how we can deliver this Handling Customer Complaints course for you.

On-site

We can deliver this Handling Customer Complaints Training Course in-house to a group of up to 12 people on-site at your organisation.

We can tweak the course content to align it closer to your business needs.  The course will be delivered by one of our professional hand picked trainers who will provide the skills and knowledge and allow plenty of time to practice the skills. They will also ensure that everyone leaves with an action plan that details what they will do next.

Virtual

Rather than have our trainer travel to you to deliver a course, with our virtual training courses, our trainer will join you via our conference system to deliver the course.

It means you can get your team together where ever they are based. You can get the team together in the same room. Or, have individuals join from where they are based.

To learn more about virtual course delivery, see our digital and virtual training course website – Skills Garage here.

To find out more about having a Handling Customer Complaints training course delivered in-house at your business, fill in the form below and we’ll get back to you.  Be sure to tell us what course you are looking for and in what location.  

Alternatively you can call us on +443333444575.