Archive for the ‘Complaints Masterclass’ Category

Poor complaints handling is proving expensive

The news this week from the Banking sector shows that the costs of poor complaints handling should not be underestimated.  A whopping £4.5 billion is at stake in this sector for the apparent miss-selling of insurance to cover loans made. This results from a court case.  There may be an appeal so we shall need to watch the unfolding story to see what happens next.

The Banks have been trying to defend their position but it seems that over 200,000 people complained to the ombudsman.  Clearly there is a lesson here for all that deal with complaints: fairness and customer service standards must not be forgotten in the pursuit of profit.

Save money

The issue with complaints handling is that when complaints are justified, simply trying to fend them off rarely pays.  The issues often will continue to resurface as individuals search for different ways to make their case and these days’ social media campaigns are often used to put pressure on organisations.  This pushes up the costs of complaints handling and ties up staff time.

There has never been a better time to review how well your staff deal with complaints.  Often poor or inadequately trained staff are part of the issue.  Help your staff, help your organisational complaints handling.  We can help. At Training To Achieve we are one of the UK leaders in the provision of complaints handling training. Just give us a call on 0845 165 6269 to chat through your needs on a confidential basis.

Have you heard the news about Gatwick Airport complaints handling?  There is a lesson there for all those dealing with customers and service users.

You may not have heard much about this because it is good news about complaints, something not often picked up by the media.

According to figures just announced by BookFHR, complaints from passengers have dropped by 15 per cent, while compliments about the airport have risen by 94 per cent, according to Stewart Wingate, chief operating officer at the facility.

He said: “Passengers will judge their experience of Gatwick not just on the quality of the airport facilities but also on the friendliness and helpfulness of our staff. That is why we are investing in the training and development of our people at the same time as we invest to improve the physical environment of the airport”

This fall has been attributed to some excellent training on customer service, but that is not the lesson I’m talking about.

The key for me is in the comment by Stewart Wingate, it shows that customers are not only judging the physical attributes of the product but are significantly affected by friendly and helpful the staff.  Simply addressing complaints handling training is one way of trying to deal with complaints but better still to go to address the causes through developing the customer service focus of the staff.

This lesson is one which has been out of the news for a while whilst organisations focus on cost cutting in reaction to the harsh economic environment.  If we pause to consider how expensive dealing with complaints can be, it is a short step to look for ways to stop complaints happening.  Gatwick airport have tackled this and given the huge volumes of traffic they deal with there is hope for all who deal with customers and service users in tackling the customer service delivered.

So there you have it.  An important lesson: Ignore the people parts of your product or service offering at your peril.  Training in customer service can significantly reduce complaints and increase the number of compliments received.

How do you access great customer service training? You need to find a training provider with a great track record in this field.  We can help you with this at Training To Achieve (UK).

Breaking news: Complaints Masterclass

The demand for effective complaints handling training has increased significantly recently. The recession has increased the likelihood of complaints. People are more ready to complain. Are you suffering from more complaints? Help is available. Come on our Complaints Masterclass.

We’ve just announced new dates: Are you looking for help in dealing with customers who complain?

Then here is the answer our popular Complaints Masterclass booking now in London, Birmingham and Manchester

Complaints Masterclasses

Birmingham 23 June 1 delegate £349.99 Birmingham 23 June 2 delegates £625.00 Central London 20 July 1 delegate £349.99 Central London 20 July 2 delegates £625.00 Manchester 15 September 1 delegate £349.99 Manchester 15 September 2 delegates £625.00

Do you want to:
• Gain a higher level of sales success from your complaints handling?
• Identify new ways of resolving complaints?
• Gain some great strategies and advice on how to handle complaints professionally?
• Identify how you can increase your team’s ability to deal with complaints effectively?
• Identify ways in which you can increase your team’s motivation and level of commitment to achieving great complaints resolution?
• Gain advice from an expert on how to increase your team’s complaints handling performance?
• Review and assess your approach to handling difficult complaints?
• Have an expert on hand that you can use as a sounding board to work through key issues and challenges you may be facing with your complaints handling?
• Identify new ways to tackle emotionally charged complaints and the difficult conversations that can go with them?
• Get some fresh and innovative ideas that will increase your complaints resolution performance immediately?
• Need training to achieve success at complaints handling?

Complaints Handling Masterclass training booking now in London, Birmingham and Manchester

Complaints Masterclasses

Birmingham 23 June 1 delegate £349.99 Birmingham 23 June 2 delegates £625.00 Central London 20 July 1 delegate £349.99 Central London 20 July 2 delegates £625.00 Manchester 15 September 1 delegate £349.99 Manchester 15 September 2 delegates £625.00 Complaints Handling Masterclass training booking now in London, Manchester and Birmingham