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Complaints Management

Course Information:

Online 12 hours Flexi-date£1,750.00
In-House Agreed with client FlexiblePOA
London 5 days 28-Feb£3,500.00
London 5 days 20-Jun£3,500.00
London 5 days 17-Oct£3,500.00


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    LCT 2022 Brochure
    LCT 2022 Brochure

    Who should attend?

      Managers and executives from public and private sector organisation who want to design, improve and deliver enhanced complaints handling processes.

    • Managers responsible for customer service
    • Employees in the customer service department
    • Front-line teams who handle complaints through telephone, online, or face-to-face
    • Employees in the service sector and public utilities
    • Employees of banks and other financial service organizations
    • Marketing executives



    • Describe ways to handle complaints with confidence
    • Set standards of response and resolution
    • Improve first contact resolution pro-actively identifying complaints and fixing them
    • Turn around entrenched, emotionally charged and dissatisfied customers
    • Analyze complaints and recognize patterns to avoid them in the future


    Main components of a Complaints Management Process

    • Identification of the elements of an effective complaints management process
    • International standards – ISO 10002
    • Social, technological, political and economic factors that are changing customer’s expectation
    • Why complaints are important to an organization
    • The risks and benefits inherent in complaints

    What Customers Look for When They Complain

    • What makes best-in-class complaints handling
    • Setting a strategy for complaint management
    • The positive power of effective complaint handling
    • What is important to customers when they complain
    • Understand the justice customers are looking for when complaining

    People Issues

    • Why customers choose to complain
    • How complaint handlers choose to respond
    • Communication styles and emotional intelligence
    • Build rapport

    Skills and Behaviours Needed for Dealing with Complaints

    • Empathy and positive reactions
    • Listening and questioning skills
    • Dealing with difficult customers and problem behavior
    • Taking a future outcomes approach

    Learning from Complaints

    • Data capture and analysis of complaints – the complaints cycle
    • Case Study – UK Ofcom – Consumer Complaints Procedures Review
    • Customer service and culture change
    • Course summary and close

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