Handling Customer Complaints

Overview

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.

Learning

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

Assessment

Qualitative assessment by tutor (For example: observations or demonstrations throughout course)

Trigger Warning:
This course contains material that addresses sensitive subjects, including but not limited to violence, abuse, mental health issues, discrimination, and trauma. Some participants may find certain content distressing. Individuals are encouraged to prioritise their wellbeing and may take a break or step away from the session at any time. Support is available through internal organisational channels and external professional services. A list of relevant support resources will be provided at the conclusion of the session.