Complaints are a Gift

Session Overview

Despite our best efforts, it’s inevitable that on occasions things will go wrong and our customers will be unhappy. Organisations that pride themselves on service need to be able to sort things out quickly and effectively and to the satisfaction of the customer. This workshop will give participants the skills to manage customer complaints and angry customers effectively and keep customers loyal to your organisation.

Who’s it For?


Front line staff that have responsibility for dealing with customers on a day to day basis, either on the phone or face to face.

What’s Covered?

Managing Complaints?

  • ​The benefits of getting it right with the customer

  • The true cost and damage of a customer complaint if not resolved successfully

  • Main causes of customer complaints

  • Case studies we can learn from

A Simple Process to Follow

  • ​The characteristics of good and bad complaint handling

  • Explore the LEARN process for handling complaints including best practice for each stage

  • Techniques for face to face and telephone complaints

Getting the Communication Right
  • ​​Mindset and attitude – yours and the customers

  • Effective Listening Skills

  • Effective Questioning Skills

  • Summarising

  • Assertiveness

  • Core phrases to use

Putting it All into Practice
  • Using realistic scenarios, participants will have the chance to practice their complaint handling skills and receive feedback from an experienced facilitator

  • Action planning for the future

 

Session Benefits

  • ​Clear understanding of the cost of a complaint if not resolved successfully

  • Confidence to handle a variety of difficult customer situations

  • Develop good communication skills

  • Follow a simple but effective process for handling complaints


Workshops are delivered by experienced training and development professionals


Date & Venue

Date will be agreed once booking has been confirmed.
This training course can be run at your premises or we can provide a training venue.

Contact Details

For more information and costs please contact us on 0345 4599710 or email admin@pvhr.com