The Art of Complaint Handling: Techniques for Customer Retention

Course Outline

“The Art of Complaint Handling” is a two-day program designed for customer service professionals seeking to excel in managing customer complaints effectively. This comprehensive training covers essential skills such as active listening, empathy, and problem-solving techniques. Participants will learn how to de-escalate tense situations, address customer concerns promptly, and turn complaints into opportunities for building stronger customer relationships. Through interactive exercises and case studies, attendees will gain practical insights into handling various types of complaints with professionalism and finesse. This course is indispensable for anyone in customer-facing roles who aims to enhance customer satisfaction and loyalty through exceptional complaint handling skills.

Course Details

Duration /
Set-Up

2 days of 7 hours, with lunch and tea breaks

Delivered at your site

Suitable for up to 12 delegates – can accommodate more but we advise against this to maximise everyone’s learning experience

Pricing

£1,800 per session

*Note: we do not charge per attendee. This is a fixed price for one of our expert trainers to deliver at your site

Objectives

Day 1: Understanding Complaint Dynamics

  • Introduction to Complaint Handling: Importance and Impact
  • Legal and Ethical Considerations in Handling Complaints
  • Communication Fundamentals: Active Listening and Empathy
  • Types of Complaints and Their Root Causes
  • Strategies for De-escalation and Conflict Resolution
  • Role-Play Exercises and Case Studies

 

Day 2: Practical Applications and Advanced Techniques

  • Effective Problem-Solving Techniques for Resolving Complaints
  • Turning Complaints into Opportunities for Improvement
  • Managing Difficult Customers and Diffusing Tense Situations
  • Building Trust and Rapport Through Effective Communication
  • Stress Management and Self-Care for Customer Service Professionals

Who Would This Benefit

This course is ideal for customer service representatives, frontline staff, and anyone involved in handling customer complaints who seeks to enhance their skills in resolving issues promptly and effectively. Whether you’re new to customer service or experienced, this course provides valuable insights and practical strategies to manage complaints with professionalism and finesse, ultimately leading to improved customer satisfaction and loyalty.

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