HR Wigwam

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



customer complaints handling training
If you would like discuss customer complaints handling training for your team in more detail please call 01604 883541



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Other services provided by the Wigwam Company include exhibition training (Manning the Stand) and sales training (Sales Wigwam)