Corporate training | Handling complaints on the phone

Handling telephone complaints – an in-house corporate training course to help your employees handle complaints on the telephone.

We are well known for advising and supporting the establishment of the Dental Complaints Service a UK wide complaints resolution service who handle around 17,000 calls a year. We have trained over 250 complaints panellists and complaints handlers.

We have experience in other sectors too. These include call centres in the private sectors and contact centres in the public domain.  This means you can use our knowledge and transfer what you need from us to work in your organisation. For example, we have written complaints procedures for clients and have delivered effective coaching, mentoring and training sessions on complaints handling. We have also provided input into the development of national complaints standards.

Why not benefit from our experience in designing, developing and delivering successful complaints handling training courses and staff development programmes?  Call us on 0845 165 6269 or email lauren@trainingtoachieveuk.com

Outline Programme

Complaints handling knowledge builder

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?

Call handling skills for to help employees resolve complaints

• Listening
• Questioning
• Summarising
• Paraphrasing
• Empathy building

The call handling process

Getting off to a good start

• How to start off with the end in mind – resolving that complaint

When to apologise

• Establish empathy by owning the complaint

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 and emotion
• Understanding how complaints handling can go wrong
• How to avoid making matters worse

Review

Action planning

• Team and individual learning points
• Success tracking

Call us on now for great complaints training 0845 165 6269 or email lauren@trainingtoachieveuk.com