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Customer Complaint Handling Training

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Customer complaints are inevitable, no matter how streamlined your business is. They must always be acknowledged and dealt with effectively but are not always a sign that something is wrong. Being able to address and assess customer complaints is key. Studies show that 9 out of 10 people said that they would continue doing business with a company even after they slip up, once the situation was fixed the first time. Complaint handling training teaches the process and methodology needed to create an effective customer complaints handling procedure to improve customer care, satisfaction and complaint resolution rates.

DCM can develop customised solutions or deliver off-the-shelf courses in-house for your team. This approach makes perfect sense for groups of 4+ delegates, enhancing cost effectiveness as well as team bonding.

Get Answers to Your Questions in the Customer Service Course Brochure. The brochure contains: Course Format; Trainer Profiles; Testimonials from Attendees; Course Syllabus; Full 2018 Timetable & Course Fee.

Get the Customer Complaint Brochure & 2018 Timetable Instantly

What's Inside the Brochure?
  • Full course outline
  • Training Centres (5 Locations)
  • Fee and 2018 Timetable
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Who should attend this course?

Our complaint handling courses are designed for those who are responsible for dealing with customer complaints. Participants may handle complaints over the telephone, face to face or in writing. We will adapt the course to meet the most frequently used method of complaint handling by the participants.

What is covered on the course?


  • Key skills and qualities for handling complaints

    Model for handling complaints; Benefits of handling complaints effectively

  • Communication, building rapport

    Breakdown of communication; Building customer rapport; Impact of telephone and written communication; Verbal handshake; Communication styles

  • Maintaining control and empathy in complaint handling

    Using positive language; Remaining assertive when under pressure

  • Establishing customer needs

    Asking open questions; Introduce questioning funnel; Listening and summarising

  • Defusing difficult customers' emotional responses

    Managing personal response – 6 Step Approach; Complaint handling techniques to defuse anger and other emotional responses

  • Agreeing an appropriate course of action with customers

    Achieving a win/win outcome for the customer and the organisation; Being clear on the authority/power you have; Escalating complaints with a defined complaint management process; Making commitments and honouring promises

  • Handling work based complaints

    Tips on applying skills and techniques to written complaints; Practising work based complaint scenarios; Feedback and review of learning in small groups; Review of how to apply in practice

Please Note: We can tailor the above Customer Complaints Handling Training to meet your exact training requirements. Get a tailored training quote for your Customer Complaints Handling Training today Click Here

How does it Work?

Onsite Training is when we come to you to provide training on your premises or at a location of your choice. Not only will we run the course at a time and venue that suits you, we will also develop a unique programme particular to the developmental, cultural and business requirements of your company.

What's Involved?


Step 1 | After initial discussions, you meet with our training specialist. Here you both work together to design and sculpt a more comprehensive programme outline.

Step 2 | From this outline, a course is designed which addresses your exact needs. Sometimes this involves a completely new course designed from scratch, this depends on your needs.

Step 3 | Once you're happy with everything, the trainer will deliver the course at a venue of your choice on a date that suits.

Step 4 | Once complete, feedback will be gathered from delegates to ascertain the ‘true’ impact. And finally a report will be compiled for you outlining outcomes alongside your stated objectives.

Get a tailored training quote for your Customer Complaints Handling Training today Click Here

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Location Date Max Attendee Registered
(so far)
Booking
Dublin | Training Centre 7 April 2016 14 14 Fully Booked
Dublin | Training Centre 8 June 2016 14 14 Fully Booked
Dublin | Training Centre 5 October 2016 14 14 Fully Booked

Get the Full Course Brochure & 2018 Timetable Instantly

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Get the Complaints Course Brochure Instantly

What's Inside the Brochure?
  • Full course outline
  • Career opportunities and trends
  • Fee's and 2018 Timetable

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Scrummaster Onsite Training Guide

  • Full details of the course

  • Case studies companies we've worked with

  • Our onsite trainer profiles

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Download the 2014 Customer Complaints Handling Course schedule instantly

  • Nationwide locations and venues for 2014

  • Areas include | Dublin, Cork, Galway, Limerick, Meath and many other counties

  • Onsite training is also an option

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Customer Complaint Handling

How can we help?

Thanks for getting in touch.

All of our team are currently busy with customers, so please leave your email address and we will get back to you within 10 minutes.

We promise :)