Complaints handling
Resolving those complaints, getting the upside from putting complaints right
Our customer complaint handling training is built on tried and tested methods and on case studies from world class complaints handling operations. It gets to the heart of good and effective complaints handling, and explores the process and methodology needed to create effective customer complaint handling. The main focus will be handling complaints from external customers/stakeholders. Encouraging delegates to view complaints handling in a positive way, the training will be geared to complaints handling procedures within your organisation and will be tailored using appropriate documentation. Methods include tutor input, individual, paired and group exercises, lots of interaction, case studies and review. Delegates will each receive a course manual and handouts.
Our complaints handling course outline includes:
What is a complaint?
Resolving a complaint
- Your complaints process explained
- Information gathering and problem solving
- Choosing the best solution
- Identifying the best response to complaints
- Key skills to encourage acceptance of solutions
Handling telephone complaints
- Listening techniques –what prevents you from hearing the whole story?
- Putting the caller at ease
- Handling unhappy people
- Putting things back on a positive track
Face to face complaints handling
- Body language
- Listening
- Diffusing tension
- Putting it right
Handling written complaints
- Getting the basics right – address, contact details, salutation
- How to choose the correct structure, tone and style
- Making it look good – layouts to draw the reader in
- Evaluating your response – is it simple, readable and complete?
- Techniques for presenting options
- How to proof your own writing
To read some of our views on customer service have a look at our Sunday Morning Blog. We can also help you devise complaints handling systems. Please contact us.
Did you like this?
