Handling Written & Telephone Complaints

Course Overview:

This course will provide participants with the key skills, abilities and confidence required to improve their handling of customer complaints, both verbal and written, with the goal of reaching a satisfactory solution that increases customer retention and loyalty.

The emphasis will be on practical issues with plenty of examples during the course. Delegates will encouraged to take part to get as much from the workshop as possible

By the end of this complaint handling training course, participants will:

• How to handle telephone complaining customers with confidence
• How to discuss complaints clearly and directly
• Demonstrate through their language that they ‘care’ about customers
• Learn how to influence/negotiate with the customer towards a mutually acceptable outcome
• Learn how to develop reasoned arguments supporting their offers of compensation
• How to avoid quoting too many processes and procedures
• Have the written skills needed to build rapport with the complaining customer
• Know how to demonstrate empathy whilst maintaining control of the problem
• Be able to close down a complaint
• Be able to apologise without admitting fault
• Avoid sounding inflexible and uncaring
• Learn to be more assertive and avoid being defensive

Course Content:

Brief refresher on Handling Complaints

• Understanding the customers perspective
• Your experience as a complainer
• The first reaction
• How to listen
• Sounding confident, caring & helpful
• Building rapport
• Active listening
• Gathering & recording information

Example/Exercise

Key skills – Handling complaints

• The FSA Rules
• Treating Customers Fairly
• Model/system for handling complaints
• Escalation procedures
• Time limits
• Diary systems
• Why do people complain
• Why it is important to handle complaints effectively

Example/Exercise

Preparing for the Call

• Make clear at the outset you are glad the client is bringing a shortcoming to your attention
• Be apologetic and be clear that you want to resolve the complaint amicably and quickly
• Establish as many of the facts as you can
• The importance of body language, tone and manner
• Be clear about the root complaint.
• Have in mind a likely outcome but be flexible
• Let the client talk and talk.
• Getting clear responses
• Avoid “techno babble” and “legal speak” at all costs
• Managing the conversation without making it obvious
• Deciding “what happens next”
• Putting things back on a positive track

Example/Exercise

Dealing with a written complaint – First contact

• Identifying the issues
• Understanding who you are writing to and what they need from you
• How to avoid long replies
• How to write an effective “holding” reply
• Setting a clear objective
• Explaining clearly what happens next and when
• Keep it brief but cover all the issues
• Communication style – always formal?
• Manage customer expectations

Example/Exercise

Managing the Complaint

• Own the process
• Drive the responses, clarification and information processes
• Keep the client informed
• Keep an efficient diary system
• Refer for guidance/second opinion when necessary
• Always consult colleagues about complex issues
• Set deadlines and manage them, keeping the client informed

Example/Exercise

Responding by letter

• Get the basics right – address, contact details, salutation
• Choosing the correct structure, tone and style
• Standard letters – should we ever use them
• Make it look good – layout and content
• Keep it brief but deal with all the issues

Example/Exercise

Dealing with anger

• We are all uncomfortable making complaints
• Anger is a safety valve – it is not directed at you personally
• Defusing a difficult situation
• Gaining the customers respect
• Gaining the customers understanding
• Identifying common ground

Example/Exercise

Identifying the best response

• Techniques to set a clear objective
• Responding to complaints when you are at fault
• Negotiation, assertiveness and empathy – a challenging mix.
• Making concessions and/or when to stand firm
• Tact, diplomacy – useful phrases
• Avoiding lengthy responses to questions which repeat the complaint
• How to give bad news – up front and with empathy

Example/Exercise

Identifying the best response

• Techniques to set a clear objective
• Responding to complaints when you are at fault
• Negotiation, assertiveness and empathy – a challenging mix.
• Making concessions and/or when to stand firm
• Tact, diplomacy – useful phrases
• Always apologise – if only for the fact that the client felt the need to complain
• When you are not at fault, apologise , don’t admit fault but avoid point scoring
• Choosing the right words
• The right level of formality
• Use clear, simple and concise explanations
• Test you reply on a colleague first if in doubt
• Be clear about your authority/power
• Making commitments and honouring promises
• How to deliver bad news in the least damaging way
• Closing the file

Example/Exercise

Creating real satisfaction

• Agreeing a remedy
• Explaining what can or will be done
• Improving understanding
• Anticipating future requirements
• The role of the team
• Responsibilities, escalation and referral procedures
• Always “four eyes”?
• Review each other’s work if applicable
• Support each other
• Seek a win/win outcome every time
• Try to identify trends. Refer common causes to management
• Keep a detailed record of all complaints handled
• Regards complaints as customer feedback