Corporate training | Handling written complaints

Our Handling Written Complaints training programme provides a great in-house complaints training course to assist you and your colleagues with writing those responses to tricky complaints letters.

We are UK leaders in corporate training on complaints handling. We have assisted and advised the Dental Complaints Service through the training and development of over two hundred and fifty complaints panellists and complaints handlers. This is a leading UK wide complaints resolution service.

Our corporate training experience also spans other sectors and you can use our expertise to assist your employee development in complaints handling. For example, we have:

• written complaints procedures
• delivered effective coaching, mentoring and training sessions on complaints handling
• provided input into the development of 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 written complaints 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 written complaint resolution

• Reading between the lines
• Use of language, phraseology and grammar
• Summarising
• Paraphrasing
• Empathy building in your complaints letters

Designing a written response to a complaint

Getting off to a good start

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

When and how to apologise

• Establish empathy by owning the complaint

Information gathering

• Find out what the complaint is all about
• Understanding the complainants perspective
• When and if to call the complainant to get all the information you need to resolve the complaint

Options for complaints resolution

• Generating options
• 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

• Understanding how written complaints handling can go wrong
• How to avoid making matters worse
• Minimise accelerators when drafting written responses
• Knowing when to use the phone instead

Review

Action planning

• Learning points for theteam and individuals
• How to tract success after the training

To access some great complaints handling training call us now on 0845 165 6269 or email lauren@trainingtoachieveuk.com