Handling Customer Complaints

This course offers basic complaint handling training for email, letter and phone. You will learn how to quickly establish rapport and credibility, demonstrate empathy and deal with angry and abusive customers. Your trainer brings years of experience and best practice from the customer service industry.

Duration: 1 day
Max number of delegates: 15

Learning Objectives
After completing this workshop, you will be able to:

• Know and apply best practice in responding to customers by letter, email and phone
• Write clearly, concisely and accurately
• Avoid misunderstandings through use of appropriate language, style and tone
• Understand the basics of call handling, from greeting, questioning and listening to closing the call
• Confidently handle difficult calls, including those from emotional and abusive callers
• Know and avoid common legal and technical problems

Handling Customer Complaints Modules

1. Customer service: why good customer service is important, barriers to communication, principles of good customer service, why customers complain, types of complaint
2. Writing principles: seven principles of clear, concise writing, style, tone, structure and layout
3. Responding by letter: letter conventions and layout, choices when responding to a complaint
4. Responding by email: how email differs from letters, how readers approach email, subject lines, address fields, greetings and sign-offs, tone, structure, layout, email etiquette
5. Checking your work: why accuracy is important, what to check for, common errors in grammar, punctuation and spelling, readability, editing and proofreading
6. Basic call handling: establishing rapport and credibility, use of voice, understanding social styles, questioning techniques, listening skills, demonstrating empathy, closing the call, general etiquette
7. Handling difficult calls: handling complaints, angry and abusive callers, emotional callers, talkative callers, callers with disabilities

To book the complaint handling training course, or to find out more, please email me or call me on +44 (0)7588 63 1125.