Course description
Effective Complaint Handling – Classroom or Live Virtual Classroom
Hastily trying to 'close complaints', hiding behind a complaints procedure', or viewing complaints as an "inconvenience" are sure-fire ways to frustrate customers.
Hamilton Mercer’s Service Methodologies™ empower individuals to take ownership of complaints, adjust communication styles as needed, and find mutually beneficial solutions.
Upcoming start dates
Suitability - Who should attend?
This course is designed for individuals of all experience levels and seniority who manage complaints across various communication channels, including face-to-face, telephone, and written formats such as 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
Learning Objectives
Upon completing this course learners will be able to:
- Handle complaints across all communication channels with confidence and professionalism.
- Defuse emotionally charged people and regain the complainant’s trust.
- Quickly establish the root cause (drivers) of complaints and the desired outcomes of complainants.
- Conduct ‘fair’ investigations, present sustainable solutions, and manage complainant expectations.
- Share valuable insights with internal departments to reduce the likelihood of future complaints.
Return on Investment
Performance outcomes include:
- Business growth through increased customer retention and recommendations.
- Fewer unnecessary escalations to managers (and external regulators).
- Better reporting / categorisation of complaints.
- Fewer future complaints due to proactive product / service improvements.
- Uplifted staff confidence, efficiency, satisfaction and morale.
Course Content
Module 1: Receiving Complaints: Structure & Listening Skills
Learning Outcomes
- View complaints as an opportunity to retain customers, learn and improve.
- Recognise complainants’ emotions and select the correct level of empathy.
- Defuse emotionally charged customers by neutralising negativity.
Service Methodologies
- Introduction to Complaint Handling
- Complaint Handling: The L.E.A.D. Method™
- Empathetic Listening
Module 2: Engaging Complaints: Empathy & Investigation Techniques
Learning Outcomes
- Recognise customer emotions and select the correct level of empathy.
- Engage with customers and build natural rapport – helping to remain in control of conversations.
- Know when to provide an immediate fix vs. conducting more detailed investigations.
Service Methodologies
- Empathetic Responding: S.I.F.T. Method™
- The O.P.R. Questioning Method™
Module 3: Resolving Complaints: Validation & Redress
Learning Outcomes
- Validate complaints and respectfully align invalid complaints.
- 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 complainants feel listened to and treated fairly.
Service Methodologies
- The 3P’s of Complaint Validation™
- Selecting the Most Appropriate Redress
Module 4: Delivering Bad News: Confidence, Structure & Credibility
Learning Outcomes
- Develop the confidence to deliver bad news across all communication channels.
- Reduce the likelihood of being challenged when delivering unfavourable outcomes.
Service Methodologies
- Credibly Delivering Bad News™
Course delivery details
Classroom, Virtual Classroom, In Company, Blended
Why choose Hamilton Mercer
UK's leading provider of Customer Service and Personal Development learning
Over 250,000 learners trained
Founded in 2007
Reviews
Average rating 4.9
The course was interesting and well presented, Carol made the content clear and understandable. I feel confident in tackling complaints efficiently now.
I found the training very engaging, interesting, flexible with its content to adjust to the audience and create a safe environment for everyone to feel comfortable to discuss th...
Expenses
Option 1: Scheduled Courses
- Location: Covent Garden, London
- Live Virtual Training: from £395+vat per learner.
- Classroom Training: from £495+vat per learner.
Multiple booking discounts and charitable discounts are available. Please contact us for further information.
Option 2: Tailored In-house Training
- Location: Your choice (worldwide).
- Live Virtual & Classroom Training: please contact us for pricing.
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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 CPD Accredited courses at your offices - worldwide or...
This course was very well delivered. Carol was a great trainer to have with us today. The course content was very informative without using too much jargon in the explanation. T...