Every business — even the biggest and most successful — has to deal with customer complaints. The businesses that manage complaints effectively keep customers happy and build strong customer relationships.
This course equips employees with the knowledge and skills needed to increase customer loyalty through an effective complaints-handling process. It helps learners recognise where a mistake has occurred and decide on the best way to put it right to the customer’s satisfaction. The course is particularly useful for customer-facing staff, but also benefits other employees whose duties relate to complaint resolution.
- The definition of a complaint, so complaints can be recognised immediately
- The best ways to receive complaints so they can be effectively resolved
- Effective methods for managing complaints to meet everyone’s needs
- The damage complaints can cause and how to minimise it
- A process for effective complaint management that protects business efficiency and productivity
- Dispute resolution tactics and techniques for the workplace
- Active listening and effective communication skills for complaint resolution
- Understanding a customer’s emotional and psychological needs in relation to their complaint
- How to diffuse a difficult situation of any type
- What the future holds for customer service and complaint handling
- How to create a working action plan for receiving and dealing with complaints
Delivered across five modules and eight hours of learning — Anatomy of a Complaint, Controlling Complaints, Psychological Considerations, Recognising Severity, and Complaints Process and Analytics — this course sits within our Business courses and wider CPD Courses collection. See our full training programmes for related options.
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