CallNorthWest Complaints Handling Workshop

This course develops strategies and skills in the participant to ensure that they are able to separate the complaint from the behaviour of the complainant to address the issues and to manage the complaints in a confident, effective and efficient manner.

Ensuring that call and contact centre staff have the skills and strategies to deal with unreasonable complainant behaviour confidently and effectively has a number of obvious benefits for the call handler, customer and organisation including:

- Increase retention of staff and customer loyalty
- Customer care improves as customers are treated in an equitable and consistent manner
- Staff feel supported and empowered to deal with unreasonable behaviour leading to a reduction in stress
- Companies meet their health and safety and duty of care obligations to staff
- The impact of unreasonable complainant behaviour on a company’s time, energy and resources is minimised
- Reduces the complexity and financial cost of complaints due to immediate resolution

With the opportunity to take away proven strategies for dealing with customer complaints, this training day will provide an opportunity for practical skills development that can be easily transferred into any customer contact environment.

Programme Content

By the end of this day, participants will be able to:

- Understand why people complain and what customers really want you to do
- Understand the value of complaints to a company and the cost of getting it wrong
- Identify their own habitual ways of dealing with conflict and examine a professional model of handling complaints
- Be aware of the importance of ‘emotion’ in complaint handling and be able to apply effective verbal communication skills and strategies to effectively handle the complaint
- Manage customer expectations
- Identify and utilise a range of coping techniques for managing unreasonable behaviour