Complaints Handling Skills (Nationally Accredited Open Course)

Why attend this course?

Every business depends on its customers, so it's important to know how to retain your customers, especially when they have not received the service that they expected, which can lead to complaints.

At Customer Care First, we believe that a company’s complaint handling approach is not just about processes and procedures, it’s about the emotional experience that customers have when they are in contact with you as the person managing their complaint. Customer service is a feeling, and you are the means by which to deliver that feeling to every customer, every day.

So it is vitally important that you know how to generate that feeling over the complaints handling processes, recognising the impact of a calm approach, apologising, taking ownership and 'making it up' to a customer which, when done properly, can actually make your complaining customer more loyal to your company than they were before.

This full-day workshop will ensure that you understand how to effectively and professionally handle your customer complaints, and will provide you with practical tools in order to do so. You will also receive a nationally recognised certification.

Who should attend?

Anyone who is interested in improving their complaint handling skills!

Course overview:

• Understanding the causes and implications of complaints
• Understanding the main categories of complaining customer, how they are likely to complain and their specific needs over the complaint handling process
• Effective communication skills
• Maintaining confidence, positivity and professionalism when handling complaints
• A step by step approach to handling complaints effectively

Price includes:

• Tea, Coffee and Lunch
• All training materials, including stationary and workbooks
• Certificate upon completion

Dress:

Smart Casual

Terms and Conditions:

Upon completing your booking, you will receive an e-ticket. This is your course ticket. Ticket holders must present their tickets on attendance at the training course, along with proof of ID for certification purposes. You can either print your ticket or present this digital version.

Please note that tickets are non-refundable, however, you can transfer your ticket to a different course (subject to availability).

In the unlikely event that we need to cancel this course, we will give you 5 days notice and offer you a refund or the opportunity to attend this course on an alternate date.

You can find all the details about this course on our website, however, if you have any questions or issues, please contact us at info@customercarefirst.co.uk or 01923 270 185.