Handling Unnecessary & Aggressive Language • Staying Calm • Managing Different Behaviours & Emotions • Face To Face Complaints – Email Complaints – Phone Complaints • Improving your Process

Complaints are inevitable in all organisations, but handling them effectively can turn a negative experience into a powerful tool for organisational and employee transformation, plus customer satisfaction. This course will equip you with the skills and strategies needed to manage complaints with confidence and professionalism, weather they come face-to-face, via email, or over the phone

This one-day course will also help you to understand what drives someone to complain, and practical steps for managing complaints. We will show you how to gather all the facts, establishing what is a genuine complaint, the importance of following up, and how to stay calm during the process. The course will also show you how to use complaints to improve your organisation, and to identify potential areas of improvement before receiving a complaint.

Course Content

Why People Complain

• What drives someone to complain? Identifying potential causes for complaints
• Common reasons for complaints
• The impact of not dealing with complaints effectively

Complaint Handling Skills

• Managing different behaviours
• Practical steps for correctly handling a complaint
• Handling superfluous/aggressive language
• Racial Abuse

Getting to the Root Cause

• Using questioning techniques to gather all the facts
• What defines a genuine complaint?
• Using the fact-find to calm the customer
• Recovery management and the importance of following up

Managing the processes efficiently

• Steps in the complaints process – receipt, assessment, investigation, resolution, follow-up
• Documentation and record-keeping
• Time frames and prioritization

De-escalation Techniques

• Techniques to calm and reassure the complainant
• Conflict resolutions strategies

Problem Solving and Being Pro-active

• How to spot and fix areas before complaint stage
• How to use complaints to improve your organisation
• Gathering feedback – Asking the right questions

Case Overview

• A look at some recent case studies of complaints

Role Play

• Different complaint scenarios

Who Should Attend?

This course will be of real benefit to any organisation public or private who deal with customer complaints or would like to improve their complaint handling procedures.

Certification

On completion of this one-day training course, you will receive your Certificate of Attendance. Please note certificates are issued at the close of the training course to participants on completion of the course.

This course may qualify for CPD points. Please check directly with your association or awarding body to see how many points they will award.

Cost

An ‘Early Bird’ discounted rate of €485 is currently available. This training course normal rate is €585. Places are limited and are allocated on a first come first served basis. PLEASE NOTE THE EARLY BIRD RATE CLOSES 3 WEEKS PRIOR TO COURSE DATE. The course cost includes all course documentation and Certificate of Attendance.