Complaint Handling and Customer Satisfaction

The angry wasp

Give your team the skills to understand your customers better and therefore manage customer experiences and satisfaction positively to avoid escalation into complaints. If complaints do occur, the course will equip your team with practical and usable strategies to resolve these, communicate positively, satisfy customers and turn negative situations into positive outcomes.

Max participants per session

3 Hours

Duration

24 Participants

How can complaint handling affect your business?

Effective complaint handling can make or break a customer’s ultimate experience with your business; believe it or not, knowing how to correctly deal with an unhappy customer means that they’re not necessarily likely to take their business elsewhere. In fact, their opinion of your business, team and services may well be elevated by the way you respond to their complaint.

The proper understanding of complaints can also help shape processes in the future, resulting in fewer complaints and happier customers.

What to EXPECT:

1. We’re not the enemy, we’re the opportunity! How to proactively manage customer experience and spot issues before they occur.

2. Stand in my shoes: We’ll look at why customers complain in the first place.

3. Who am I? We’ll study different types of customers and how they complain.

4. Dealing with complaints: Here, we’ll take you through the emotional journey of the customer, and the process of complaint management.

5. We’ll go through five key steps for resolving complaints effectively.

6. The angry wasp: This will involve the specific techniques required for dealing with unsatisfied customers.‍

7. Amazing aftercare: Finally, we’ll explore building rapport in order to turn complaints into compliments!

WE SHAKE THINGS UP WHILE STAYING TRUE TO YOUR BUSINESS AND IDENTITY

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WE SHAKE THINGS UP WHILE STAYING TRUE TO YOUR BUSINESS AND IDENTITY ✦

WHAT ARE THE BENEFITS

Increased quality of customer service

When your staff members feel better equipped to deal with problems that may arise, you’ll find they’re more confident, and can better assist your customers.

Increase in customer loyalty

That improved customer satisfaction could then turn out to make a customer more likely to return to you; they know that you take how they feel seriously, and they can feel confident that you’ve got their best interests at heart.

Improved customer satisfaction

By making a customer feel heard and respected, their estimation of your brand could be improved even through what started as a negative situation.

Reduced escalation

A niggle can be prevented from becoming a full blown complaint when the dissatisfaction is handled appropriately from the start. Not only does this improve the customer experience by swiftly and effectively dealing with an issue, but it also prevents further time being taken up by larger complaints.

Frequently Asked Questions

  • Our training is flexible, which means that we can either attend your business premises to carry out training, or we can hold it remotely through an online webinar. Alternatively, you’d be welcome to attend one of our 11 training centres.

  • Complaints handling courses can be attended by up to 24 individuals.

  • We’re always open to working with businesses on bespoke training, so get in touch if there’s something specific you want from this course.

  • You’re looking at around 3 hours for our complaint handling training.

  • The first step is to get in touch with us here at In2action, so we can fully understand what you need from our training.

  • Yes! We specialise in employee and customer service training, so we have lots of courses on offer.

If you're interested, complete the form with a few details. We'll review your message and get back to you.

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