Customer Complaints Handling Training Programme

One Day Programme - £995 for up to 12 people

A. Understanding Customer Complaints

• Why do complaints occur?
  • Environments in which complaints prosper
• What do people complain about?
  • The key issues that drive complaints
• Ways that people complain?
  • How do complaints reach the organisation
• The damage complaints can do?
  • What can we learn from examples of the impact of complaints on well known organisations
• What is our own experience of complaints?
  • What prompts us to complain
  • How do we feel
  • What are we looking for

 B. Customer Complaints Handling

• Demonstrating empathy
  • Remaining calm
  • Sounding confident and helpful
• Acknowledging the issue
  • Active listening
• Dealing with anger
  • Defusing difficult situations
  • Identifying common ground
• Recording Effectively
  • Gathering information in a meaningful way
  • Checking understanding
• Taking Responsibility for the Complaint
  • Agreeing a course of action
  • Following through
  • Checking satisfaction
• How to refer the customer to a colleague
• Techniques for handling written or spoken complaints

C. Preventing Complaints – Giving a Positive Experience

• Why customer complaints handling is everyone’s responsibility?
  • How we can all contribute to a positive customer experience
• How can we stop complaints from occurring?
  • A Proactive Approach to communication both internal and external
  • Anticipating customer requirements
  • Identifying processes to prevent complaints
• Creating customer champions
  • The power of the positive customer for the organisation