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Complaints Handling Skills

A 1 day, in-house, complaints handling course

Customer Care First

Summary

Price
Enquire to get more info on pricing
Study method
Onsite
Duration
8 hours · Part-time or full-time
Qualification
No formal qualification
Certificates
  • Certificate of completion - Free
Additional info
  • Tutor is available to students

Overview

This 1 day course covers the essentials of handling complaints professionally and effectively.

Description

Every business depends on its customers, so it's important to know how to retain your customers, especially when they have not received the service that they expected, which can lead to complaints.


At Customer Care First, we believe that a company’s complaint handling approach is not just about processes and procedures, it’s about the emotional experience that customers have when they are in contact with you as the person managing their complaint. Customer service is a feeling, and you are the means by which to deliver that feeling to every customer, every day.


So it is vitally important that you know how to generate that feeling over the complaints handling processes, recognising the impact of a calm approach, apologising, taking ownership and 'making it up' to a customer which, when done properly, can actually make your complaining customer more loyal to your company than they were before.

This full-day workshop will ensure that you understand how to effectively and professionally handle your customer complaints, and will provide you with practical tools in order to do so.

Who is this course for?

Companies from any sector who want to improve their teams' customer service standards.

This course is suitable for staff members at all levels.

Requirements

All delegates must currently be within a customer service role.

Questions and answers

Certificates

Certificate of completion

Digital certificate - Included

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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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