Customer Complaint HandlingFace to face / Online public schedule & onsite training. Restaurant lunch included at STL venues.
From £495 List price £650
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.
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
Arguably, the most experienced and highest motivated trainers.
Training is held in our modern, comfortable, air-conditioned suites.
A hot lunch is provided at local restaurants near our venues:
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).
Available throughout the day:
Regular breaks throughout the day.
Contains unit objectives, exercises and space to write notes
Your questions answered on our support forum.
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| Next date | Location | Price |
|---|---|---|
| Fri 2 Jan | Bloomsbury | £495 |
| Fri 16 Jan | Online | £495 |
| Mon 2 Feb | Limehouse | £495 |
| Wed 18 Feb | Online | £495 |
| Wed 4 Mar | Bloomsbury | £495 |
| Fri 20 Mar | Online | £495 |
And 24 more dates...
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Excellent
Royal College of Physicians
HR & Learning
Magda M
Customer Service Excellence
"STL is a company we value for their knowledgeable and skilled trainers as well as the breath of solutions offered and willingness to support our business in the best possible way whilst achieving great value for money but without compromising on quality."
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All prices offered for business users and exclude VAT. E&OE
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