When complaints are handled correctly, unhappy customers can become loyal advocates for your business.
When complaints are handled badly customers can become angry and frustrated, take their business elsewhere, and tell others about their poor experience. To ensure any complaints are handled correctly, proper training and a clear well-defined complaints process need to be in place. This will ensure staff are confident to assist customers with issues and fully focused on finding an acceptable solution for both parties. Effective Complaint Management is an interactive training course suitable for anyone who may receive a customer complaint in the course of their work. It will help your business to receive, record and resolve complaints whilst maintaining strong customer relationships.
After attending the Effective Complaint Management training, delegates will be able to:
Fully understand why customers complain
Identify the 5 key steps in the customer complaint journey
Recognise the need for a company complaints procedure
Understand their own role in resolving complaints
Appreciate the impact quick and efficient complaint handling has on customer relationships
Use new skills and techniques to create a culture that invites customer feedback
Effective Complaint Management can be delivered in-house with between 4 and 15 delegates. Every delegate will receive a workbook, certificate of completion, and leave with a Plan of Action to implement what they have learned when they are back in their daily role.
All Helen Pettifer Training courses are tailored specifically to the client organisation so your delegates will receive training that is immediately applicable to their particular work situations. In addition, the training will be tailored to the learning styles of the attendees so everyone is able to get the most out of attending.
“Really helpful. I know what the next steps will be. Thanks Helen!”Course delegate.
“Perfect – thank you. This really complements your Handling Upset Customers course.” Course delegate.
“Very good to clarify what we, as a company, should be doing.”Course delegate.
“Helen has a wide field of knowledge, explains everything clearly, and is very approachable if you have any questions of problems.” Course delegate.
For more information and to book Effective Complaint Management for your business, call 07704 221241 or email firstname.lastname@example.org