Customer Complaint Handling
- This one-day customer complaint handling course equips participants with key strategies to enhance customer satisfaction and loyalty through effective complaint resolution, fostering a positive service culture.
- Understand root causes of customer dissatisfaction to prevent future issues.
- Develop communication and empathy skills for managing challenging interactions.
- Learn practical tools and strategies that can be applied immediately in the workplace.
- Turn complaints into opportunities for service improvement and customer loyalty.
- Boost business reputation and growth by enhancing customer service practices.
What to expect
- 24 months post training support included .
- Tailored and bespoke programme options .
- Our experienced training and logistics team in the last 23 years have assisted 204,432 people .
- Over 14,060 organisations trained .
- We are rated 'Excellent' on Trustpilot and 98.8% of our customers recommend us .
- Delivery UK wide and international (75+ countries delivered) .
Suitability - Who should attend?
This course is designed for a broad range of professionals who engage directly or indirectly with customers and are responsible for managing complaints.
It is ideal for customer service representatives, support staff, receptionists, sales personnel, managers, and leaders overseeing customer-facing teams.
Equally beneficial for individuals in retail, hospitality, customer support, letting agencies, and property management sectors, this course aims to equip participants with the necessary skills to handle complaints effectively, enhance customer satisfaction, and foster a positive service culture within their organisation.
Training Course Content
Understanding Customer Complaints
Why customers complain: identifying the root causesThe impact of complaints on businesses
The benefits of effectively handling complaints
Receiving Complaints
How to react to complaints received via phone, social media, and in personStructuring a response: best practices for initial complaint acknowledgment
Investigating Complaints
Steps to carry out a thorough investigationMaintaining impartiality and objectivity
Managing Complaints Professionally
Handling aggressive or abusive behaviourManaging your own emotions
Techniques for building rapport and engaging customers
Identifying and avoiding 'red rag' words and phrases
Using Complaints to Improve
Reviewing complaint handling processesIdentifying areas for improvement to reduce future complaints
Developing Personal Action Plans
Applying learning to the workplaceSetting personal and team goals for complaint handling improvement
Expenses
Prices on application. Contact us for quote.
Request information - obligation free
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STL
1 Northey Street, 2nd Floor, CA House
E14 8BT London
STL
Helping businesses improve performance with proven learning and development solutions. London-based with a global reach. STL seek to provide an unrivalled value and quality service, enabled by our strong working culture. Our 500+ courses deliver learning solutions across leadership and...
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