Corporate training | Handling complaints face to face

We provide a great in-house complaints training course to assist you and your colleagues in dealing with those difficult complaints handling conversations.

We are well known for our work in the complaints field. We can help you and your people deal with complaints.  We have supported and helped the Dental Complaints Service. We have done this through the training and development of their complaints panellists and complaints handlers. The panellists have to deal with the complainant and the service provider in the same room so this experience equips us well to help you with your face to face complaints.

Our corporate training experience also spans other sectors.  Why not use our expertise to assist you with your complaints handling?  We can give you our knowledge to you for use in your organisation. To give you some examples of what we have done for other clients:

• devised complaints procedures
• built, designed and delivered effective complaints handling  and complaints resolution coaching, mentoring and training sessions
• helped develop national complaints standards.

Benefit from our experience. Why not take advantage of our knowledge? Call us on 0845 165 6269 or email lauren@trainingtoachieveuk.com

Handling Complaints Face to Face Outline Programme

Complaints handling knowledge builder for your employees

Complaints resolution overview

• 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?

Face to face handling skills for complaint resolution

• Body language
• Listening
• Questioning
• Summarising
• Paraphrasing
• Empathy building

The Face to Face complaints handling process

Getting off to a good start

• Building a relationship from the start
• Recognising why complaints handling face to face can be so difficult
• How to start off with the end in mind – resolving that complaint

When and how to apologise

• Establish empathy by owning the complaint
• Using your presence positively

Information gathering

• Find out what the complaint is all about
• Understanding the complainants perspective
• Discover what complaints resolution might look like to the complainant

Decide Action

• Option generation
• Complaint solutions evaluation
• Choosing the right response to resolve the complaint

Resolving complaints

• Proposing solutions that solve the complaint
• Checking that the customer is happy

Follow up

• Making sure that the complaint is really resolved

Summarising

• Agreeing with the complainant what has been agreed and who will do what by when

Techniques to avoid making matter worse

• Dealing with complaints, aggression, emotion and intimidation
• Understanding how complaints handling can go wrong
• Recognising the TIAB Model – Trigger, Interpretation, Arousal, Behaviour
• How to avoid making matters worse
• Using the PACR model

Review

Action planning

• Individual and team learning points
• Tracking success

For some great complaints handling call us on 0845 165 6269 or email lauren@trainingtoachieveuk.com

Make your staff confident to handle complaints with our in-house corporate training courses from the UK leader in complaints training.