Complaint Handling Course
Why should your teams attend our complaint handling course?
- Are you looking for an engaging & highly interactive complaint handling course?
- How confident are your team’s complaint handling skills?
- How effectively do they manage angry customer conversations?
- Does their experience affect them for the next half an hour, hour or longer?
- How does this affect the service received by the next customer?
Complaint Handling Course Duration:1 Day
This complaint handling course can be delivered virtually or on-site.
It is important that call handlers have the skills to be able to handle complaints effectively, so they are able to resolve the customer’s complaint in a professional manner, meet their needs and prevent a repeat contact/ongoing complaint. This complaint handling training will build the skills and confidence of your call handling teams, to ensure they take ownership and deliver an effortless service.
Jacqui Turner
Jacqui Turner is a multi award winning trainer who specialises in customer service training after spending 27 years working within contact centre environments initially as a customer service advisor before moving into management and Training Roles.
As the owner of Turner Corner Learning Solutions, Jacqui has been named within the Top 15 Global CX Influencers in 2024. Turner Corner has also been awarded Best Customer Service Training Provider for 2 consecutive years. Jacqui now helps companies deliver service excellence by developing the skills of customer service teams and Team Leaders
The development of your teams, is in very safe hands.
There is also an option to include Real-Play activities where attendees will have the opportunity to practise applying their skills with our associate trainer and trained actor Andy. Although there is an additional cost for this option to be added, it will add so much value to your team and is far more effective than role-play!
Complaint Handling Course Outline
This is a complaint handling course, for call handling teams and Team Leaders who are new to the role or require a refresher.
When your teams have attended this course; they will be able to approach all complaints with confidence.
They will know what it takes to deliver an effortless service, which will turn an unhappy customer into a very satisfied and loyal customer.
As a result, your customers will believe that you understand them and that you will want to find the ‘right solution’ for them.
During this course your teams will…
- Recognise the importance of seeing a complaint as a ‘Gift’.
- Analyse your most common complaints and agree ways to take proactive action that will greatly reduce their occurrence.
- Develop strategies to ensure their mind-set and beliefs lead to positive actions and excellent service delivery.
- Explore the impact of the Perception Ladder and agree ways to avoid it.
- Evaluate the impact of words and phrases to create a positive customer experience.
- Explore effective ways of saying sorry, and empathising with sincerity.
- Apply the Turner Corner ‘OPT-IN’ model to deliver a solutions-focused response i.e. responding with what you can do, rather than using words such as ‘unfortunately’, even when you can’t fully meet a customer’s request.
- Learn techniques to confidently manage difficult conversations, including the LAST Model.
- Be introduced to the ‘WIN’ technique to effectively manage anger, abuse and harrassment.
- Explore effective ways to say ‘No’ and continue to keep the customer’s loyalty.
- Learn how to respond to a customer who asks to speak to a manager and avoid an escalation, by taking ownership.
- Agree ways to handle vexatious customer calls, in line with company policies.
- Develop Emotional Intelligence skills to effectively handle their own emotions and the customer’s.
- Practise empathy skills to show customers they truly understand their situation and want to do their very best for them.
- Learn how to make a positive and lasting impression, which leads to customer recommendations.
- Agree next steps towards improving the service provided to your customers.
The above is an example of typical content, however all our courses are tailored to our clients specific needs.
You choose which topics/objectives you require for your teams
Training can be delivered on site or virtually
Duration of training modules is dependant on experience of teams and identified skill gaps.
Go to our Testimonials to check out glowing reviews from our very satisfied and prestigious clients.
Contact Jacqui on 07834838521 or Email info@turnercorner.co.uk to discuss your requirements and obtain costings or book a Discovery Call using the button below:
