Customer Complaints Handling Training Course

Course Aims

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.

Course Objectives

By attending this Customer Complaints Handling Training Course you will:

• Understand what a complaint is and why people complain
• Know what drives complaints in your 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

Course Content

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

Who Should Attend our handling Customer Complaints Training Course?

This handling customer complaints training course is customer facing and is responsible for dealing with customer complaints.

If you want to

• Know how to deal with customer complaints effectively
• Reduce the overall amount of complaints your organisation receives/li>
• Improve customer satisfaction and loyalty
• Have personal strategies to remain calm and positive when a customer complaints
• Understand the root cause of complaints in your organisation
• Have a better approach to gathering data about the types of complaints you receive

Then this handling customer complaints course is for you.

The course is suitable for people of all levels and in all roles and industries.

Online Training Courses

A 1 day online live virtual training course with one of our highly experienced customer service and complaints handling trainers. You also get:

• A highly interactive online experience
• Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer
• A digital copy of the course materials from the course
• A digital course certificate

In-Person & Online In-House

A 1 day training course with one of our highly experienced trainers at your location or online. You also get

• Course materials for each delegate to take away
• A course certificate
• Reporting on delegate evaluation
• Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer

A complaint is an expression of dissatisfaction. When we feel as though something hasn't met our standards we raise this with the company or the person. When we feel as though our concern is not being dealt with effectively, then we complain.

Yes. This is about understanding much more about what causes complaints. This is normally a failing in the service or a process. We can be much more proactive in these areas by improving communication with customers, or looking for points of failures in our processes that may cause a complaint to happen.

The skills and approaches that we look at can be used across all channels that your customer can contact you through.

Yes. We have lots of articles about dealing with complaints and customer service in the customer service section of our blog.