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 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.

Support

Dedicated team of trainers and staff, committed to delivering support and advice to our customers.

Experience

We have over 12 years experience providing training for individuals, small, medium and large companies.

Training Team

Our trainers combine professional know-how with experience in their chosen training field.

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Safeguard your training investment. We offer courses accredited by national and international certification bodies.

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Full Course Outline

What's Inside the Brochure - Course Format; Trainer Profiles; Testimonials; Membership Details; Full 2025 & 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.

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Do you have team development needs? An inhouse training solution is typically less expensive per head than publicly scheduled courses and provides greater business relevance.

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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

Please Note: Each delegate will leave the course with an action plan for the workplace

Need Some Advice?

We have an excellent team who are more than happy to give you advice about the course. It doesn't matter what the question please ask, we'd be delighted to help.

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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.