Handling written complaints
Open Programme and Group Training available
Summary
- Certificate of completion - Free
- Tutor is available to students
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Overview
This Handling written complaints course introduces the key skills of communicating clearly, concisely and confidently in writing – by letter, email and social media.
Participants will learn why people complain, and how to turn a complaint into a positive customer experience. They will understand how to prevent a complaint escalating by demonstrating empathy, and how to achieve a friendly, professional tone. They will also learn how to analyse, plan and structure an appropriate response.
This complaints handling course is packed with practical, insider tips and case studies from the customer service industry.
Want us to deliver this course at your organisation? Contact us for a bespoke quote.
Please note our Standard Private course price is £626.40 Incl VAT. Our Not for Profit price is £706.80 Incl VAT.
Please enquire for course dates.
Certificates
Certificate of completion
Digital certificate - Included
Description
The course will cover:
- what creates a good customer experience
- why customer service matters
- how to turn a complaint into a good customer service experience
- writing style and language
- getting the right style and tone
- how to write clearly and concisely
- getting rid of jargon
- the importance of layout and presentation
- analysing a complaint
- identifying different types of complaint and complainant
- choosing and planning an appropriate response
- responding by letter
- conventions for greetings, sign-offs, layout and punctuation
- structures for accepting or rejecting a complaint
- demonstrating empathy and polite assertiveness
- phrases to avoid
- responding by email
- the differences between letters and emails in layout, tone and style
- the most common email pitfalls and how to avoid them
- responding to social media complaints
- trends in complaints on Facebook and Twitter
- guidelines for handling complaints on social media
- checking your work
- the importance of accuracy
- tools and techniques for editing and proofreading
Who is this course for?
Our Handling written complaints course is suitable for learners with a range of experience – from novices to experienced customer service employees looking to refresh their skills.
It is a highly practical and interactive course with plenty of opportunity for delegates to practise their new skills.
The Centre works with people from all sectors including the public sector, voluntary sector, corporate sector and private sector.
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Provider
Since 1996 we've been providing people and organisations with face to face soft skills training. With a dedicated training space in central London, and a network of over 30 expert trainers, we have everything you need to make your learning and development plan work!
We specialise in management, administration, communication, personal effectiveness, and writing skills courses; covering everything from Finance skills for non financial managers, right through to Listening skills and Project management. You won't find any 'talk and chalk' here, we know that a lively, interactive, session gets the best results (with plenty of snacks along the way!).
Our Open programme courses, based in London, also give delegates a great opportunity to network and learn from each other. Small groups of up to 12 learners allows for a comfortable and safe learning environment, and also means that our trainers can give everyone the attention they need.
Behind the scenes, we have a team of friendly Training coordinators who work closely with trainers and delegates to ensure that your training is the best that it can be. Courses are regularly reviewed and updated, and we're continuously researching and keeping track of the latest learning and development techniques and trends.
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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.
