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People Skills - Handling Complaints EffectivelyApply Now »
Location: Broomfield Hall
Start: Roll On Roll Off - Contact Us
Days / Times: Contact Us
Tuition (£): 325.00*
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.
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.
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.