Customer Complaint Handling

Training

Online

£ 55 VAT inc.

Description

  • Type

    Training

  • Level

    Beginner

  • Methodology

    Online

  • Duration

    Flexible

  • Start date

    Different dates available

  • Delivery of study materials

    Yes

  • Support service

    Yes

Online course - Learning when you need it

Learn how to handle a customer complaint professionally and effectively with this online course. Builds both your confidence and your skills to handle all types of complaint - whether made in person, by telephone or by email. Learn at your own pace and at a time to suit you.

Facilities

Location

Start date

Online

Start date

Different dates availableEnrolment now open

About this course

Use this course to:
• Develop or fine-tune your knowledge and skills to achieve career progression
• Gain background information about your chosen career
• Improve promotional opportunities or transition to a new profession
• Help build your CV
• Show your commitment to lifelong learning and continuous professional development

The course is ideal for those in or thinking about a career in customer services. If you have recently been promoted to your first customer service position you will also find this course invaluable.

There is no experience or previous qualifications required for this course. It is available to everyone.

You will require a laptop or pc with internet access as this is an online course.

You can print a personalised certificate on completion of the course.

Once you have purchased this course you will be sent an email with an access key and full instructions on how to log in to the course. You then take the course at your pace. The access key is valid for 90 days from date of purchase.

Questions & Answers

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Reviews

Subjects

  • Customer Service Skills
  • Customer Care
  • Customer Service
  • Customer Retention
  • Skills Communication
  • Customer relationship
  • Customer satisfaction
  • Managing Complaints
  • Complaint handling skills
  • Customer complaint handling skills

Teachers and trainers (1)

Hannah Brown

Hannah Brown

Virtual Tutor

Course programme

Introduction

Tutorial 1: The Hidden Opportunities

  • The nature of complaints
  • Complaints as an opportunity
  • Types of complaint
  • An important rule
  • Handling complaints
  • Questions to ask
  • Handling minor complaints
  • Example
  • Using the right words
  • Phrases to avoid
  • When the customer has caused the problem
  • Your final words

Test Questions - Tutorial 1

Tutorial 2: Complaints made face to face or by telephone

  • Handling complaints made in person
  • Taking comprehensive notes
  • Checking the facts
  • Talk to the right person
  • Beware standard solutions
  • Responding to the complaint
  • When a colleague caused the problem
  • When your company has made a mistake
  • Resolving the complaint
  • Do not exceed your authority
  • Preventing misunderstanding
  • Rejecting a complaint
  • Ending the conversationTest Questions - Tutorial 2

Tutorial 3: Complaints made in writing

  • Responding to written complaints
  • Initial response
  • Example 1
  • Example 2
  • Resolving the problem
  • When the complaint is justified
  • Example
  • Answering partially justified complaints
  • Answering unjustified complaints

Test Questions - Tutorial 3

Tutorial 4: Preventing complaints

  • The Best Way to handle complaints
  • Preventing complaints
  • Preventing transport complaints
  • Anticipating complaints

Test Questions - Tutorial 4

Personalised Certificate

Complaint record template

Post course exercise plus model answers document

Additional information

The format of this online customer complaint handling training course is as follows: The tutorials are taken at your own pace, repeating if required or moving forward when you are comfortable with the material covered. After each tutorial is a series of test questions that you can take to check your understanding. Access to the course is provided via our LMS which is available 24/7. Access keys are provided via email and are valid for 90 days from date of purchase. The course starts with a welcome from the tutor, the course aims and how to get the best from the training. The virtual tutor then begins the first training session using visual aids to convey the key messages and supporting commentary. The commentary includes real life examples for you to relate to the subject matter covered. After all the tutor led sessions have been completed you can print off your personalised certificate to confirm you have completed the course. Then, to help you convert the learning points into actions there is a post course exercise and a model answers document for you to download. Finally if you have any unanswered questions or require any further support to help you get the best out of the material, you can email our skilled team of trainers who are on hand to help.

Customer Complaint Handling

£ 55 VAT inc.