Handling Written Complaints Training

This Handling Written Complaints course introduces the key skills of communicating clearly, concisely and confidently in writing – by letter, email and social media.

Participants will learn why people complain, and how to turn a complaint into a positive customer experience. They will understand how to prevent a complaint from escalating by demonstrating empathy, and how to achieve a friendly, professional tone. They will also learn how to analyse, plan and structure an appropriate response. This complaint handling course is packed with practical, insider tips and case studies from the customer service industry.

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Full Course Outline

What's Inside the Brochure - Course Format; Trainer Profiles; Testimonials; Membership Details; Full 2024 & Fee.

Membership Details

By becoming a Member with DCM, you will gain access to exclusive free courses and substantial discounts on our certified courses.

Customer Stories

We work with the biggest brands in Ireland including Symantec, Keelings and Vodafone but don't just take our word for it.

Tailored Training for Your Team?

Are you looking for a customised course for your team? An inhouse training solution is typically less expensive per head than publicly scheduled courses and provides greater business relevance.

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Why work with DCM?

We work with the biggest brands in Ireland including Ericsson, Coca Cola & Google, so you can have confidence in our ability to deliver excellent training programmes for your team or your business.

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Why not try our free one of our Free 1 Day Live Virtual Courses. (Over 30 to choose from). We have topics including management, project management and lots more.

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We have delivered training courses to some of the biggest organisations in Ireland so you can have confidence in our ability to deliver the results you want to achieve.

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If the one day courses are too long, why not try our Free Bitesize Learning?. We have over a 100+ one hour courses to choose from including public speaking and negotiations

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What is covered in this course?

At the end of this complaints handling course you will know how to apply industry best practices in responding to customer complaints by letter, email and social media.

Module 1

Writing style and language
The importance of layout and presentation
Identifying different types of complaint and complainant
Choosing and planning an appropriate response

Module 2

Structures for accepting or rejecting a complaint
Demonstrating empathy and polite assertiveness
Phrases to avoid
Differences between letters and emails in layout, tone and style

Module 3

Trends in complaints on Facebook and Twitter
Guidelines for handling complaints on social media
The importance of accuracy
Tools and techniques for editing and proofreading

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What We Do

Founded in Dublin, DCM Learning is fast becoming recognised as a leading training organisation. We work closely with industry to define the skills and qualifications required to thrive.

At our core, we believe people learn best by doing. We design fun, powerful experiences that have a profound and lasting impact on people and their careers, inspiring new ways of thinking, building critical capabilities and unleashing business success. We empower you to learn from fresh, high-quality content on the skills that matter, taught by leading experts.

Our Customers

We work with small and large companies, individuals, Government Agencies, Universities and blue-chip companies such as Keelings, Google, Zendesk, Novartis, IBM and Symantec, so you can have confidence in our ability to deliver the results you want to achieve.