The Art of Effective Customer Complaints Handling Training Course

Customer complaint handling skills are among the most valuable skill sets for any employee who deals with customers. The manner in which your employees deal with customers or clients is a huge factor in your ability to retain those business relationships. Good customer complaint handling translates directly to your bottom line - happy customers will remain and return.

When a proper and effective complaint handling mechanism is in place, you will positively enhance your interaction with customers or clients. In addition, you will also have a positive impact on the morale of your employees.

This one-day training course aims to instill the art of customer complaint handling, and to build customer loyalty to your business. 

Who should attend?

Anyone who has direct contact with customers in handling complaints including:

  • Front-line staff
  • Customer service teams
  • Sales teams

What will I learn?

You will gain the knowledge to:

  • Explain the psychology of a complaining customer
  • Recognize the importance of regaining customer trust after a complaint
  • Explain the requirements, policies and procedures of dealing with a complaint

You will gain the skills to:

  • Identify a customer complaint quickly
  • Apply the best techniques for complaint handling and prevention
  • To turn a complaint into a business opportunity

How will I benefit?

This course will help you:

  • Understand customer complaints handling - an artful skill
  • Identify the reasons for customer complaints
  • Learn various techniques for handling customer complaints
  • Exercise self-empowerment to prevent customer complaints
  • Understand that customer complaints can be turned into a business opportunity
  • Identify possible steps for your business improvement plan

What's included?

  • You will receive detailed course notes
  • You will have access to one of our world class tutors
  • This course can only be delivered as in-company training

Classroom-based training: Ready when you are

When you’re ready for face-to-face training again, we’re ready to welcome you.

As we all adjust to greater freedom around travel and meetings, we want to reassure you that our training team has worked with venues and tutors to enhance measures to keep you safe. Our carefully selected training venues continue to operate social distancing procedures, with readily available sanitizer stations at high-touch points throughout the venue. Rigorous deep cleaning procedures continue, providing you with peace of mind during your time at the venue.

If you have any questions regarding your booking of a classroom-based training course, please contact training@bsigroup.com or call +44 345 086 9000.


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