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Complaints Handling - Managing & Responding Duration 1 day Course Overview The course equips delegates with the crucial skills and confidence to improve their handling of complaints with the aim of reaching practical solutions that increase customer retention and loyalty as well as maintaining a good reputation for the organisation. Learning Outcomes This course aims to equip delegates with the skills to: Recognise and understand what a complaint is Understand why complaints are important to organisations Identify some of the barriers to complaints and how to support complainants Know how and when to report, record, and respond to complaints Handle customer complaints and expressions of dissatisfaction effectively Know ways to resolve typical work-based complaints Methods of Delivery The trainer uses a variety of methods, including PowerPoint presentation, discussion, simulation, paired and group work, quiz and action planning. Course Content Audience Training Considerations Certification Related Courses Course Content Key skills and qualities for handling complaints Being pro-active and remaining assertive when under pressure Establishing customer needs and managing personal response Being clear on the authority/power staff have Agreeing an appropriate course of action and achieving win-win outcomes Escalating complaints, recording, and reporting appropriately Target Audience This course is suitable for those who are responsible for dealing with customer complaints. Training Considerations Delegates should familiarise themselves with any organisational policies that may be in place governing issues of managing complaints. Certification Delegates will receive a certificate of attendance upon completion of this course. Related Courses Assertiveness: Building Confidence Communication-Giving and Receiving Feedback Customer Service Skills

Complaints Handling - Managing & Responding

Duration

1 day

Course Overview

The course equips delegates with the crucial skills and confidence to improve their handling of complaints with the aim of reaching practical solutions that increase customer retention and loyalty as well as maintaining a good reputation for the organisation.

Learning Outcomes

This course aims to equip delegates with the skills to:

Recognise and understand what a complaint is

Understand why complaints are important to organisations

Identify some of the barriers to complaints and how to support complainants

Know how and when to report, record, and respond to complaints

Handle customer complaints and expressions of dissatisfaction effectively

Know ways to resolve typical work-based complaints

Methods of Delivery

The trainer uses a variety of methods, including PowerPoint presentation, discussion, simulation, paired and group work, quiz and action planning.

Course Content
Audience
Training Considerations
Certification
Related Courses

Course Content

Key skills and qualities for handling complaints
Being pro-active and remaining assertive when under pressure
Establishing customer needs and managing personal response
Being clear on the authority/power staff have
Agreeing an appropriate course of action and achieving win-win outcomes
Escalating complaints, recording, and reporting appropriately

Target Audience

This course is suitable for those who are responsible for dealing with customer complaints.

Training Considerations

Delegates should familiarise themselves with any organisational policies that may be in place governing issues of managing complaints.

Certification

Delegates will receive a certificate of attendance upon completion of this course.

Related Courses

Assertiveness: Building Confidence
Communication-Giving and Receiving Feedback
Customer Service Skills


Complaints Handling - Managing & Responding Duration: 1 day Course overview: The course equips delegates with the crucial skills and confidence to improve their handling of complaints with the aim of reaching practical solutions that increase customer retention and loyalty as well as maintaining a good reputation for the organisation. Learning Outcomes: This course aims to equip delegates with the skills to: · Recognise and understand what a complaint is · Understand why complaints are important to organisations · Identify some of the barriers to complaints and how to support complainants · Know how and when to report, record, and respond to complaints · Handle customer complaints and expressions of dissatisfaction effectively · Know ways to resolve typical work-based complaints Methods of delivery: The trainer uses a variety of methods, including PowerPoint presentation, discussion, simulation, paired and group work, quiz and action planning. LEARNING OBJECTIVES · Key skills and qualities for handling complaints · Being pro-active and remaining assertive when under pressure · Establishing customer needs and managing personal response · Being clear on the authority/power staff have · Agreeing an appropriate course of action and achieving win-win outcomes · Escalating complaints, recording, and reporting appropriately TARGET AUDIENCE This course is suitable for those who are responsible for dealing with customer complaints. TRAINING CONSIDERATIONS Delegates should familiarise themselves with any organisational policies that may be in place governing issues of managing complaints. CERTIFICATION Delegates will receive a certificate of attendance upon completion of this course. RELATED COURSES Assertiveness: Building Confidence Communication-Giving and Receiving Feedback Customer Service Skills

Complaints Handling - Managing & Responding
Duration: 1 day

Course overview:

The course equips delegates with the crucial skills and confidence to improve their handling of complaints with the aim of reaching practical solutions that increase customer retention and loyalty as well as maintaining a good reputation for the organisation.

Learning Outcomes:

This course aims to equip delegates with the skills to:
· Recognise and understand what a complaint is
· Understand why complaints are important to organisations
· Identify some of the barriers to complaints and how to support complainants
· Know how and when to report, record, and respond to complaints
· Handle customer complaints and expressions of dissatisfaction effectively
· Know ways to resolve typical work-based complaints

Methods of delivery:

The trainer uses a variety of methods, including PowerPoint presentation, discussion, simulation, paired and group work, quiz and action planning.

LEARNING OBJECTIVES
· Key skills and qualities for handling complaints
· Being pro-active and remaining assertive when under pressure
· Establishing customer needs and managing personal response
· Being clear on the authority/power staff have
· Agreeing an appropriate course of action and achieving win-win outcomes
· Escalating complaints, recording, and reporting appropriately

TARGET AUDIENCE
This course is suitable for those who are responsible for dealing with customer complaints.

TRAINING CONSIDERATIONS
Delegates should familiarise themselves with any organisational policies that may be in place governing issues of managing complaints.

CERTIFICATION
Delegates will receive a certificate of attendance upon completion of this course.

RELATED COURSES
Assertiveness: Building Confidence
Communication-Giving and Receiving Feedback
Customer Service Skills