Handling Customer Complaints Effectively


The aim of this workshop is to equip you with the skills and confidence to successfully manage customer complaints.

Who should attend?

Managers, supervisors and staff responsible for managing customer complaints


By the end of the workshop you will be able to:

• Identify different customer approaches to customer experience complaints
• Describe why handling customer experience complaints well is important to the organisation
• Apply a six step approach to dealing with customer experience complaints face to face
• Effectively handle customer experience complaints in writing
• Use customer experience complaints as an opportunity to improve your products and services

Course Overview:

• What do customers look for when they complain?
• The approaches people take to complaints
• Dealing assertively with customer experience issues
• A six step process for handling customer experience complaints face to face
• Best practice in responding to customer experience complaints in writing
• Practice session
• Learning from customer experience complaints
• Action planning

Style of the Course:

The course is highly active and participative. During the workshop participants undertake activities, exercises and discussions to help them put what they learn into practice.

We can run this course for you in-company at favourable rates for 4 or more people. Please contact us on 01628 526535 or email us.

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