Complaint Handling
Complaint Handling Training
Customer service is only possible if you are able to effectively handle customer complaints. Customers who complain offer the company a chance to resolve issues, show exceptional service and retain loyal customers. When pressed by angry or upset customers, many employees fail to act professionally and in a strategic manner. Learning the methods and tools available will empower employees when it comes to complaint handling within your organisation.
This training course teaches employees how to handle difficult customers and customer complaints. It will help trainees to see customer complaints as opportunities and identify issues that can lead to complaints. They will also be able to handle complaints efficiently and satisfy customers who complain.
Complaint Handling Training Outline
Course Overview
We will spend the first part of the session getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
Topics covered in this course
Complaints as a Gift
First, we will begin by understanding what complaint is and why customers complain.
Skills And Qualities For Handling Complaints
Next, participants will learn the importance of handling complaints effectively and recognize the skills and qualities required for it.
Build Rapport and connect with your customer
Here, we will help participants how to use conversational language to their advantage and create a successful interaction with their customers.
Create Trust Credibility and Respect
This session will help participants know the importance of building trust with their customers.
Effective Handling of Customer Complaints
In this session, participants will learn the complaint handling techniques to defuse anger and other emotional responses.
The Right Compensation
This session will help participants to decide when, how and how much compensation to provide during a complaint. They should learn to solve first, and then compensate last.
Think Independence and Power
This session will help participants to learn how to act more on their own without always having to speak with a manager. We will show them how to act with confidence.
Action Planning
Lastly, participants will also learn how to improve their complaint handling processes and look for other ways to reduce the amount of complaints they receive.
Workshop Wrap-Up
At the end of the day, students will have an opportunity to ask questions and fill out an action plan.
Learning Outcomes
- Learn the nature of complaints.
- Recognise the essential skills and qualities required to effectively handle customer complaints.
- Gain skills in building relationships and engaging with customers.
- Demonstrate empathy while maintaining control over the conversation.
- Develop skills in listening and asking questions to understand the needs of your customer.
- Resolve difficult customer emotions.
- Effectively resolve typical work-based complaints.
- Create an action plan by using complaints to improve.
Customised Training Session For Teams (Included No Charge)
It is the smallest details that can make a difference. Details on sculptures, artworks, and literature can make or break a piece of literature. Paramount’s training programs allow customers to control the details. We do everything we can to accommodate our clients’ needs. Anything can be modified, including text size and fonts, as well as course objectives. We believe that customers’ choices regarding modifications are the best to suit their needs. To control your training experience, book a course today!
In-House Customised training benefits:
- Flexible length – You choose the length of the session
- Highly Effective Team/Industry Specific
- Certificate of Completion (Professional Grade)
- Create a Team Building environment
- Cost effective – Group rate discount
- Printed courseware (No need to download or use an App to read)
Creating Content (Contact us for Quotation)
Paramount recognizes that our library of training courses is not comprehensive. Paramount understands that any library can use more content. That is why you, our client are welcome to add to it. We will take your request for specific topics in training courses into consideration and create the course according to your requirements. We strive to create top-notch training courses that are affordable for all our clients. You can take full control of all the materials we create. For pricing, please contact us
Instructor Led 1 on 1 Workshop
Choose your course and book in with one of our expert trainers. 4-6 hrs on a date specific to you. No need to wait for a date. Conducted online with Zoom. Duration 4-6hrs
1 Hour Instructor Led Session
Meet with one of our expert trainers and discuss any module, course or workplace skill. Great to upskill and for downtime at work. Conducted online with Zoom. Duration 1 hr.
What's Included?
- Reference Material
- Recording For 1 on 1 Available
- Professional Trainers
- Certificate Option Available
- Post Course Email Support
Classroom Booking 1 Hr
Book in a 1hr session with one of our trainers
$110.00 AUD (per session)
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