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People Skills - Handling Complaints EffectivelyApply Now »

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Location: Broomfield Hall

Years: 1

Weeks: 1

Hours: 7.00

Start: Roll On Roll Off - Contact Us

Days / Times: Contact Us

Tuition (£): 325.00*

Interview: N

Course Summary

This course will provide you with the knowledge and skills to manage complaints effectively and leave your customers feeling valued.  Offering a range of tips and techniques, it aims to increase your confidence when dealing with complaints, provide a clear understanding from a customer’s point of view and ensure a positive outcome.

Entry requirements

This course is designed for anyone who is responsible for dealing with complaints and for anyone working in a service role where they may have to deal with customer complaints.

Course Content

  • The value of complaints
  • Influencing through language
  • Listening and being assertive
  • Six steps of complaint handling
  • Resolving complaints effectively
  • Applying skills to written complaints

How will I be assessed?

Benefits for the individual

  • Recognise the value of feedback
  • Understand why customers become difficult/demanding
  • Improve your ability to influence others through understanding and communication
  • Ensure a positive outcome
  • Improve the way you manage difficult situations

Are there any additional costs or specialist equipment required?

Benefits for the organisation

  • Confident and knowledgeable employees
  • Effective service recovery
  • Reduce costs and increase profits
  • Create customer loyalty and advocacy

What can I do after this course?

Did you find the course information on this page useful?


* Tuition - This figure is the fee to be paid if you are not entitled to any concessions.
*** Co-Tuition - This figure is the fee to be paid if you are entitled to any partial concessions.

This course is run at the Broomfield Hall Campus

broomfiled hall campus

About Broomfield Hall »

Aimee Woore

Aimee Woore

New qualification is “massive help” for assessor Aimee

Business Administration assessor Aimee Woore has found that taking the Level 4 Preparing to Deliver Apprenticeship Standards course at Derby College is helping her massively in her daily work.
Aimee, a sales and marketing co-ordinator for Kettering Borough Council, also delivers business admin training to staff across the borough via the ETF, the Education & Training Foundation.
And, since completing her course at Derby College's Academy of Professional Education, Training and Development, she has taken on an additional role – heading up a work experience programme for 16 to 18 year olds in Kettering – and has found her new qualification invaluable.
Aimee, who found the course online via the ETF, opted to take it at Derby College, rather than at another centre in London, and is pleased with her decision. She also welcomed the opportunity to be in a roomful of people in similar roles to her own but from a variety of different sectors and providers.

Taking the Derby College course has helped me massively in my job. The course was well structured, the facilities and materials were good and our tutors were excellent. The biggest thing I learned while on the course was teaching strategies, including hints and tips on the different options available. It was interesting to see our tutors demonstrate these options in their own teaching.

The techniques and strategies we were taught have been very helpful, both in my work and on a personal level. I thoroughly enjoyed the course and would like to use the credits to continue studying.

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