This course is designed to equip participants with the essential skills and knowledge for managing customer complaints proficiently and empathetically. Facilitated by our Academy experts, this interactive session targets individuals new to complaint handling, as well as those seeking a skills refresh.
Our workshops can be taken exclusively for your organisation (either virtually or physically) or booked via our scheduled open courses which are available to all members.
Apply the full learning experience into your organisation with tailored case studies and examples (enquire on availability).
Gain insight with diverse perspectives, sharing best practice and networking opportunities.
Book a place today on the following dates:
The workshop will employ a mix of lectures, discussion groups, and scenario analyses to facilitate a deep understanding and practical application of the material. Participants will receive a workshop kit that includes a selection of key presentation slides, a self-assessment tool, and access to online resources for continued learning.
- How to understand the customer landscape: Review trends and statistics that highlight the rising importance of effective complaint management in maintaining customer trust and satisfaction
- How to define complaints: Gain clarity on what constitutes a complaint and the organizational focus necessary to handle complaints as opportunities for improvement
- How to build a robust complaints process: Interactive sessions on creating a transparent, communicative, and accessible process. Discuss the importance of feedback loops and continuous learning from customer interactions
- Effective communication techniques: Learn through Mehrabian’s Model of Communication how to use verbal and non-verbal communication to your advantage. Practice scenarios to refine questioning and listening skills
- Emotional intelligence in service: Engage in exercises that enhance self-awareness, stress tolerance, assertiveness, and interpersonal relationship skills, all crucial for managing delicate customer interactions
- Scenario-based learning: Participate in detailed simulations that cover a variety of common complaints scenarios, enabling participants to apply theories in practical settings
- How to manage unacceptable behaviour: Strategies for dealing with challenging behaviours safely and effectively, ensuring that staff can maintain their composure and professionalism
“5 star, would definitely benefit the rest of the company that may lack in some areas of customer service.”
“Useful and enjoyable course, necessary for every organisation. Leo was an excellent trainer.”
“It’s been great taking time out and implementing new service plans.”
“Any organisation wanting to enhance the service they offer and improve customer satisfaction should definitely consider enrolling their staff on this course.”
“I found the sessions informative, well-balanced, and thought-provoking.”
“Brilliant course, would recommend to colleagues looking to enhance their customer service skills.”
We use Zoom as our preferred platform.
A reliable internet connection, a laptop/computer with a microphone and camera; paper and pen for notetaking.
An Academy Learning & Development Consultant. You can see who our experts are here.
Your environment – ensure you are in a comfortable location and remove any distractions. Make sure you have tested your connection to Zoom.
Our Academy workshops are only open to members – find out more about becoming a member here.
There may be others attending from other member organisations, presenting an opportunity to network and share thoughts and ideas on the subject.
