Course description
Effective Complaint Handling – Classroom or Live Virtual Classroom
Rushing to ‘close complaints down’, hiding behind a complaints procedure’ and seeing complaints as an ‘inconvenience’ are guaranteed ways to infuriate customers.
Hamilton Mercer’s Service Methodologies™ empower people to own complaints, adapt communication styles accordingly, and identify mutually beneficial outcomes.
Upcoming start dates
Suitability - Who should attend?
People of all experience levels and seniority who handle complaints across all communications channels; face to face, telephone and written (email, live chat and social media).
Outcome / Qualification etc.
Certification: CPD Accredited Course
This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.
Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.
Training Course Content
- Introduction to Complaints: L.E.A.D Method™
- Types of Complaining Customers
- Recognise customer emotions and select the correct level of empathy.
- Defuse emotionally charged customers by neutralising negativity.
- Engage with customers and build natural rapport – helping to remain in control of conversations.
- Validate complaints and respectfully align invalid complaints.
- Know when to provide an immediate fix vs. conducting more detailed investigations.
- Pinpoint reasons for the complaint – Root Causes & Drivers.
- Ensure the value of solutions reflect the nature / seriousness of the complaint.
- Link decisions with desired outcomes so customers feel listened to and treated fairly.
- Reduce the likelihood of being challenged when delivering unfavourable outcomes.
Learning Outcomes
- Understand the psychology and expectations of a complaining customer.
- View complaints as an opportunity to retain customers, learn and improve.
- Understand own behavioural style and adapt responses to build trust and rapport.
- Recognise customer emotions and select the correct level of empathy.
- Defuse emotionally charged customers by neutralising negativity.
- Engage with customers and build natural rapport – helping to remain in control of conversations.
- Validate complaints and respectfully align invalid complaints.
- Know when to provide an immediate fix vs. conducting more detailed investigations.
- Pinpoint reasons for the complaint – Root Causes & Drivers.
- Ensure the value of solutions reflect the nature / seriousness of the complaint.
- Link decisions with desired outcomes so customers feel listened to and treated fairly.
- Reduce the likelihood of being challenged when delivering unfavourable outcomes.
Why choose Hamilton Mercer
UK's leading provider of Customer Service and Personal Development learning
Over 100,000 learners trained
Formed in 2007
Reviews
Average rating 4.9
This course was very helpful and I picked up some useful tips that I will take away with me and use in the workplace.
Simon was great, made everyone feel welcome and gave real life examples to help us understand and apply the content.
Expenses
Tailored Training
Hamilton Mercer deliver this course at your premises or Live Virtual (Zoom or Microsoft Teams) , we will tailor the content to meet your organisation’s needs. Please get in touch for a quote.
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Hamilton Mercer
We’re a leading UK provider of Customer Service Training and Personal Development Courses. We have a passion for inspiring excellence through learning, and a reputation for delivering measurable results. We offer live virtual courses in 90min and 3 hour formats...
I learnt a lot of new information in this training on how to approach complaints and how to structure responses back to internal colleagues and customers. It is a simple methodo...