Complaint Handling (half day)

Research shows that it costs five times more to attract a new customer than it does to keep an existing one.  Therefore, when things go wrong complaints must be dealt with professionally and efficiently so that the business maintains a good reputation and retains customer loyalty. There is also the view that if a complaint is handled well the customer will be more satisfied than before.  Service professionals need to be proactive in reducing the overall number of complaints by examining what caused the complaint in the first place.  Address the simple issues for the customers eg moving a table a few inches to provide access to a plug for a laptop.

This course, through discussion, activities, video clips, presentations and role plays, will provide trainees with the skills and confidence to improve their complaint handling skills, enabling them to deal with challenging situations effectively and retain customers who might have taken their business elsewhere.

Who should attend

This course is suitable for those who are new to the complaint handling role and those who have been in the role for some time and want to improve on their existing skills.

It can be tailored as an inhouse programme to address specific needs within the organisation.  There is the option to extend to a full day.

Maximum numbers: 12

Understanding your customers

  • Who are your customers?
  • What is the average spend?
  • What percentage of your customers are repeat business
  • How are your customers’ expectations changing?
  • Who are your direct and indirect competitors?
  • What are your strengths and weaknesses compared to your competitors?

Complaint Handling

  • What is your company’s policy for dealing with complaints?
  • What are the benefits of handling complaints effectively?
  • What causes dissatisfaction/complaints where you work?
  • Are you being proactive in reducing the overall number of complaints?

Communication and building rapport

  • How you are seen, What you say? How you sound?
  • 4 language communication behaviours
  • Listening and summarising – the steps
  • Empathetic listening – put yourself in the customer’s shoes
  • Questioning and funnelling
  • Impact of telephone communication (optional)

Dealing with difficult situations

  • How do you react – self assessment
  • Dealing with feelings – the iceberg approach
  • Remaining assertive under pressure
  • Dealing with different types of complainers
  • Phases of a difficult incident

Putting it into practice

  • Using work based scenarios, learners will role play different types of complainers demonstrating assertiveness to arrive at a win-win situation. Learners will be assessed against performance indicators for dealing with a difficult situation and given feedback by the trainer.