Customer Complaints Handling Training Course
Our Customer Complaints Handling Training Course will show you how to manage customer complaints effectively as well as ideas to proactively reduce the amount of complaints that you receive.
Would you like to reduce the impact that complaints have on your business? The course looks at how to handle customer complaints so that the relationship with the customer stays intact.
This Customer Complaints Handling training course is delivered as a scheduled open online training course or in-house just for your business. We deliver the course as a face to face course and a live virtual online course.
Customer Complaints Handling Course – Details
Course Aim
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
When you bring this course in-house, the content above can be tweaked and changed to meet the needs of your team.
Download the Course Brochure
Download a copy of our customer complaints handling training course brochure below.
Who Should Attend our Customer Complaints Handling 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 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. You also get
- Course materials for each delegate to take away
- A course certificate
- Reporting on delegate evaluation
- Free access to our eLearning training courses to keep your skills up-to-date
- Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer
Our customer complaints handling courses are delivered by our friendly and highly experienced trainers. We live and breathe what we talk about in these sessions as we use most of the tools and techniques ourselves on a daily bases and bring this real-world experience into the session and the examples that we use.
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 our concern is not being dealt with effectively, 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.
Open Online Course
Our Online Customer Complaints Handling course is an interactive live virtual course. The content remains the same but the delivery and approach has been re-imagined for the virtual environment. Our online training courses are delivered by Zoom.
In-House Delivery
We can also deliver this Customer Complaints Handling course just for your organisation. We can do this in-person at your office or a location of your choice or as a live virtual training course. We can deliver this via Zoom, Teams, Webex or any other platform that you are currently using and comfortable with.
Course Delivery Methods
Here’s how we deliver our Customer Complaints Handling Training Course. Click an option to see the full details.
Join our live online virtual Customer Complaints Handling training course from work or home for an interactive online learning experience.
€239.00
€227.05
€203.15
Price per delegate includes multiple person discounts. Group booking price only applicable when delegates book onto the same course date.
Bring this Customer Complaints Handling training course in-house and train your team together at the same time.
- Delivered online or in person at your business premises
- Course content can be tailored to your specific requirements
Complete the form below to get a personalised quote from a member of our team.
