Corporate training | Complaints Handling Two Day In-House Masterclass

Two Day In-House Complaints Handling Masterclass Course Outline Programme

We are UK leaders in complaints handling training. We are renowned for advising and supporting the establishment of the UK wide Dental Complaints Service This has involved responsibility for training over 250 complaints handlers and panellists.

We have experience in other sectors too, which means you can take advantage of our knowledge and transfer what we have learned into your organisation. For example, we have written complaints procedures for businesses, and have delivered a range of effective training and coaching sessions for complaints handlers. We have also advised on the development of national complaints standards in the healthcare sector.

Why not benefit from our 20 years’ corporate training experience in designing and running successful complaints handling training and employee development programmes?  Contact us on 0845 165 6269 or email lauren@trainingtoachieveuk.com

Don’t take our word for it: hear directly from one of our clients in the video clip below featuring Rebecca Whipp, Training Manager for The Caravan Club:

Our complaints resolution masterclass comprises:

Setting the scene

• What do we expect as customers?
• What causes us to complain?
• What sorts of behaviour might we use?

What is a complaint?

• How would you define a complaint?
• Why a complaint can be a positive?

Exploring specific issues tailored to the needs of the delegates

• Case study
• Review of case study
• Key lessons learnt

Using communication and interpersonal skills to minimise the risk of complaints

• Key skills
• Recognising signs and signals
• Avoiding accelerators
• Using diffusion techniques
• TACTICS complaints resolution model

Face to face complaints handling

• Body Language
• Conversation techniques
• Questioning and listening skills
• Establishing empathy
• Giving commitments in the right way
• Seeking that win/win outcome

Handling telephone complaints

• Getting off to a good start
• Listening techniques – getting the whole story
• Handling the call well
• What not to do
• Turning the complaint into a positive outcome

Complaints handling by letter and email

• Getting the structure right for your content
• Sending the right message – tone and content
• Minimise accelerators when drafting written responses
• Knowing when to use the phone instead
• Writing the right complaints response

Facts, trends and issues

• Your complaints procedures
• Other sources of help
• Practical skills in complaints resolution

Group exercises – Pulling it all together

Quiz

• Reinforcing the learning in a fun way

Action planning

• Individual and team learning points
• Tracking success

Contact us on 0845 165 6269 or email lauren@trainingtoachieveuk.com

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