Customer Complaint Handling

Who is this course for?

This course is designed for a broad range of professionals who engage directly or indirectly with customers and are responsible for managing complaints.

It is ideal for customer service representatives, support staff, receptionists, sales personnel, managers, and leaders overseeing customer-facing teams.

Equally beneficial for individuals in retail, hospitality, customer support, letting agencies, and property management sectors, this course aims to equip participants with the necessary skills to handle complaints effectively, enhance customer satisfaction, and foster a positive service culture within their organisation.

Benefits

Understanding Customer Complaints

Why customers complain: identifying the root causes
The impact of complaints on businesses
The benefits of effectively handling complaints

Receiving Complaints

How to react to complaints received via phone, social media, and in person
Structuring a response: best practices for initial complaint acknowledgment

Investigating Complaints

Steps to carry out a thorough investigation
Maintaining impartiality and objectivity

Managing Complaints Professionally

Handling aggressive or abusive behaviour
Managing your own emotions
Techniques for building rapport and engaging customers
Identifying and avoiding 'red rag' words and phrases

Using Complaints to Improve

Reviewing complaint handling processes
Identifying areas for improvement to reduce future complaints

Developing Personal Action Plans

Applying learning to the workplace
Setting personal and team goals for complaint handling improvement

Face-to-face training

Training is held in our modern, comfortable, air-conditioned suites.

Lunch, breaks and timing

A hot lunch is provided at local restaurants near our venues:

• Bloomsbury
• Limehouse

Courses start at 9:30am.

Please aim to be with us for 9:15am.

Browse the sample menus and view joining information (how to get to our venues).

Refreshments

Available throughout the day:

• Hot beverages
• Clean, filtered water
• Biscuits

Online training

Regular breaks throughout the day.

Learning tools

In-course handbook

Contains unit objectives, exercises and space to write notes

24 months access to trainers

Your questions answered on our support forum.