Handling Complaints

Course Code: PDHC0518V1-1
Duration: 1 Day
Target Audience: All customer facing staff
Min / Max Delegates: 8 / 12
Sector: People Development

Course Aims:  To provide participants with the crucial skills and confidence to improve their handling of customer complaints with the goal of reaching a satisfactory solution that increases customer retention and loyalty.

Course Objectives: By the end of this complaint handling training course, participants will be able to:

• Recognise the key skills and qualities needed to handle customer complaints effectively 
• Develop skills in building rapport and engaging with the customer 
• Demonstrate empathy whilst maintaining control of the conversation 
• Establish customer’s needs through questions and listening 
• Defuse difficult customers’ emotional responses 
• Resolve typical work-based complaints effectively

Format: Tutor led presentation with paired and group exercises and practical element

Assessment: Qualitative assessment by tutor