Customer Complaint Handling
- This one-day customer complaint handling course equips participants with key strategies to enhance customer satisfaction and loyalty through effective complaint resolution, fostering a positive service culture.
- Understand root causes of customer dissatisfaction to prevent future issues.
- Develop communication and empathy skills for managing challenging interactions.
- Learn practical tools and strategies that can be applied immediately in the workplace.
- Turn complaints into opportunities for service improvement and customer loyalty.
- Boost business reputation and growth by enhancing customer service practices.
What to expect
- Courses never cancelled .
- Restaurant lunch .
- Last minute rescheduling .
- 24 month delegate support forum .
- Face-to-Face and Online Instructor led .
- And more... .
Upcoming start dates
Choose between 49 start dates
Upcoming start dates
Suitability - Who should attend?
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.
Training Course Content
Understanding Customer Complaints
Why customers complain: identifying the root causesThe 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 personStructuring a response: best practices for initial complaint acknowledgment
Investigating Complaints
Steps to carry out a thorough investigationMaintaining impartiality and objectivity
Managing Complaints Professionally
Handling aggressive or abusive behaviourManaging 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 processesIdentifying areas for improvement to reduce future complaints
Developing Personal Action Plans
Applying learning to the workplaceSetting personal and team goals for complaint handling improvement
Expenses
List price £650, promotional rates available. STL are the only company to offer a dynamic pricing and availability model, updated live on our site, daily on this portal. Closed group training options available (at your offices, UK wide/International or our London Venues). Contact us below.
Request information - obligation free
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STL
1 Northey Street, 2nd Floor, CA House
E14 8BT London
STL
Helping businesses improve performance with proven learning and development solutions. London-based with a global reach. STL seek to provide an unrivalled value and quality service, enabled by our strong working culture. Our 500+ courses deliver learning solutions across leadership and...
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