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Effective Complaint Handling

Hamilton Mercer

Summary

Price
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£295 inc VAT (was £354)
Offer ends 07 November 2024
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Tailored Training (Max 12 Learners)

Hamilton Mercer can deliver this course at your premises or live ...

Study method
Online + live classes
Duration
1 day · Full-time
Qualification
No formal qualification
CPD
6 CPD hours / points
CPD What's this?
Certificates
  • CPD Certification - Free
Additional info
  • Tutor is available to students
1 student enquired about this course

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Overview

Rushing to ‘close complaints down’, hiding behind a complaints procedure’ and seeing complaints as an ‘inconvenience’ are guaranteed ways to infuriate customers.

Hamilton Mercer’s Service Methodologies™ empower people to own complaints, adapt communication styles accordingly, and identify mutually beneficial outcomes.

Certificates

CPD Certification

Digital certificate - Included

This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

CPD

6 CPD hours / points
Accredited by The CPD Standards Office

Description

Training Course Content

  • Introduction to Complaints: L.E.A.D Method™
  • Types of Complaining Customers
  • Recognise customer emotions and select the correct level of empathy.
  • Defuse emotionally charged customers by neutralising negativity.
  • Engage with customers and build natural rapport – helping to remain in control of conversations.
  • Validate complaints and respectfully align invalid complaints.
  • Know when to provide an immediate fix vs. conducting more detailed investigations.
  • Pinpoint reasons for the complaint – Root Causes & Drivers.
  • Ensure the value of solutions reflect the nature / seriousness of the complaint.
  • Link decisions with desired outcomes so customers feel listened to and treated fairly.
  • Reduce the likelihood of being challenged when delivering unfavourable outcomes.

Learning Outcomes

  • Understand the psychology and expectations of a complaining customer.
  • View complaints as an opportunity to retain customers, learn and improve.
  • Understand own behavioural style and adapt responses to build trust and rapport.
  • Recognise customer emotions and select the correct level of empathy.
  • Defuse emotionally charged customers by neutralising negativity.
  • Engage with customers and build natural rapport – helping to remain in control of conversations.
  • Validate complaints and respectfully align invalid complaints.
  • Know when to provide an immediate fix vs. conducting more detailed investigations.
  • Pinpoint reasons for the complaint – Root Causes & Drivers.
  • Ensure the value of solutions reflect the nature / seriousness of the complaint.
  • Link decisions with desired outcomes so customers feel listened to and treated fairly.
  • Reduce the likelihood of being challenged when delivering unfavourable outcomes

Who is this course for?

People of all experience levels and seniority who handle complaints across all communications channels; face to face, telephone and written (email, live chat and social media).

Questions and answers

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Legal information

This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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