Corporate training | Brown Bag Lunch Complaints Training

An alternative approach to a full day corporate training workshops on complaints handling is now on offer.

Wouldn’t it be great if your employees could learn some great tips for complaints handling during an extended lunch-break? Well you can! To assist you during challenging times Training To Achieve are running ‘brown bag lunch’ courses.

This is designed for busy employees who currently can only devote a couple of hours to complaints training. For those who need a refresher or simply want to make their training budget go that little bit further, this is an ideal solution.

Using our 20 years of experience and expertise, we have developed unique, intensive sessions, and run these over a lunch break. Most clients choose a two hour session and provide the venue. We provide the lunch!

Lunchtime not for you? Do you need to take your lunch break during the late morning or early afternoon or even at other times? That is not a problem, we can fit the time of the complaints handling training around your business needs.

Let’s do our complaints training over lunch

Telephone complaints training over lunch.

We suggest that your telephone complaints training lunch covers:

What is a telephone complaint?

• How to recognise complaints in the making even when the caller doesn’t use the word: “Complain” or “Complaint”
• When a call is really a complaint
• Seeing the emotion behind the call for what it is

Dealing with complaints on the phone:

• Do’s and don’ts – stop that complaint escalating
• The complaints handling process – ideas and complaints handling models on how to make your complaints handling process work for you and the caller
• Handling that difficult conversation about a complaint on the phone

Written complaints resolution training with lunch thrown in.

We suggest that your telephone complaints training lunch covers:

What is a written complaint?

• How to recognise written complaints when the writer hasn’t expressly mentioned the term: “complaint”.
• When letter is really a complaint letter

Dealing with written complaints:

• Building rapport in your communications: style, tone and content of your complaints resolution letter
• Getting the right information to resolve the complaint
• When to have the confidence to pick up the phone to call the complainant
• Stop that complaints correspondence spiralling out of controlR

Face to face complaints training over lunch

We suggest that your training for handling complaints in person covers:

What is a complaint?

• How to recognise complaints in the making
• Clues from the conversation that say: “This is really a complaint.”
• Recognising the emotion behind the complaint

Resolving complaints in person

• Hints and tips for complaints resolution
• Useful complaints handling models that will work with your complaints handling process
• Diffuse that complaint and turn a complainant into a happy customer.

Book now! Call us on 0845 165 6269 or email lauren@trainingtoachieveuk.com