Course description
Complaints Management
Upcoming start dates
Suitability - Who should attend?
Managers and executives from public and private sector organisation who want to design, improve and deliver enhanced complaints handling processes.
- Managers responsible for customer service
- Employees in the customer service department
- Front-line teams who handle complaints through telephone, online, or face-to-face
- Employees in the service sector and public utilities
- Employees of banks and other financial service organizations
- Marketing executives
Outcome / Qualification etc.
By the end of the course participants will be able to:
- Describe ways to handle complaints with confidence
- Set standards of response and resolution
- Improve first contact resolution pro-actively identifying complaints and fixing them
- Turn around entrenched, emotionally charged and dissatisfied customers
- Analyse complaints and recognize patterns to avoid them in the future
Training Course Content
- Main components of a Complaints Management Process
- What Customers Look for When They Complain
- People Issues
- Skills and Behaviours Needed for Dealing with Complaints
- Learning from Complaints
Why choose LCT International
We have trained over 25,000 delegates from almost 500 client organisations
Highly qualified and experienced trainers who offer a unique learning experience tailored to you
Endorsed by various organisational and subject specific accrediting bodies
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LCT International - High value, high impact training programmes delivered globally to teams and individuals For almost 30 years we have delivered tangible improvements to organisations by enabling their leaders, managers and professionals to reach their full potential through transformational...