Complaints Management
Course Information:
| Venue: | Duration: | Date: | Price: |
|---|---|---|---|
| Online | 12 hours | Flexi-date | £1,750.00 |
| In-House | Agreed with client | Flexible | POA |
| London | 5 days | 28-Feb | £3,500.00 |
| London | 5 days | 20-Jun | £3,500.00 |
| London | 5 days | 17-Oct | £3,500.00 |
Who should attend?
- 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
Managers and executives from public and private sector organisation who want to design, improve and deliver enhanced complaints handling processes.
Accreditations
Outcomes
- 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
COURSE TOPICS:
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
