Complaints Handling - Accredited 1 day open / classroom training in London and Birmingham
This 1 day course covers the essentials of handling complaints professionally and effectively and, upon completion, provides learners with a nationally recognised certificate which can be added to their CV.
Every business depends on its customers, so it's important to know how to retain your customers, especially when they have not received the service that they expected, which can lead to complaints.
At Customer Care First, we believe that a company’s complaint handling approach is not just about processes and procedures, it’s about the emotional experience that customers have when they are in contact with you as the person managing their complaint. Customer service is a feeling, and you are the means by which to deliver that feeling to every customer, every day.
So it is vitally important that you know how to generate that feeling over the complaints handling processes, recognising the impact of a calm approach, apologising, taking ownership and 'making it up' to a customer which, when done properly, can actually make your complaining customer more loyal to your company than they were before.
This full-day workshop will ensure that you understand how to effectively and professionally handle your customer complaints, and will provide you with practical tools in order to do so. You will also receive a nationally recognised certification.
Suitability - Who should attend?
Anyone who is interested in improving their complaint handling skills!
Outcome / Qualification etc.
You will also receive a nationally recognised certification.
Customer Care First is a recognised and approved Training Centre with Open College Network West Midlands.
Training Course Content
- Understanding the causes and implications of complaints
- Understanding the main categories of complaining customer, how they are likely to complain and their specific needs over the complaint handling process
- Effective communication skills
- Maintaining confidence, positivity and professionalism when handling complaints
- A step by step approach to handling complaints effectively
The cost of this training programme is 345 GBP inc VAT per delegate and includes:-
- Tea, Coffee and Lunch
- All training materials, including stationary and workbooks
- Certificate upon completion
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