Handling customer complaints can be difficult, but successful organisations rely on satisfied customers. If a customer feels that their complaints are not being dealt with effectively they will take their custom elsewhere.

This practical and interactive course will develop your skills to deal with complaints effectively and confidently.

Product Documents

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Course Objectives 

By the end of the course, delegates will have:

  • The Skills to gather information, even in a tense situation, in order to deal with the problem
  • Practised defusing customer anger and build rapport
  • Enhanced Communication skills
  • Practised maintaining a professionalism under pressure
  • The Skills to create customer satisfaction
  • Reviewed ways to provide a solution
  • Reviewed ways of monitoring and analysing complaint levels and identify remedial action

Course Content

The Complaint – How to Control It
The damage complaints can do to your organisation
Making sure the complaint does not escalate
Accepting customer feedback graciously
Re-building the customer relationship
The various techniques required to handle written, telephone and face-to-face complaints

Communication that Works
Developing the right attitude – feeling good, thinking positively
How to sound confident, caring and helpful – building rapport
Active listening
Gathering the information
Checking understanding

Remaining Calm – Not Over-reacting
Recognising how serious is the customer’s concern
Defusing a difficult situation
Empathise with the complaint – don’t join in the criticism
Gaining the customer’s respect
Identifying common ground

Creating Satisfaction from Dissatisfaction
Ensuring the customer feels listened to
Let the customer know what can/will be done about their complaint
Taking responsibility for the successful outcome
Getting across your point of view – re-building commitment
Monitoring complaint levels versus performance standards
Identifying processes to deal with the most common objections

Course Duration: One Day

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