HOME
 

Effective Complaint Handling - Classroom or Live Virtual Classroom

Hamilton Mercer
Course summary
One Day (Classroom & Live Virtual)
Flexible
Online courses
Next available date: Please Contact us for more Information - Online courses
Professional Training

Course description

Effective Complaint Handling – Classroom or Live Virtual Classroom

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.

Suitability - Who should attend?

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).

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.

Why choose Hamilton Mercer

UK's leading provider of Customer Service and Personal Development learning

Over 100,000 learners trained

Formed in 2007

Expenses

Tailored Training

Hamilton Mercer deliver this course at your premises or Live Virtual (Zoom or Microsoft Teams) , we will tailor the content to meet your organisation’s needs. Please get in touch for a quote.

About provider

Hamilton Mercer

We’re a leading UK provider of Customer Service Training and Personal Development Courses. We have a passion for inspiring excellence through learning, and a reputation for delivering measurable results. We offer live virtual courses in 90min and 3 hour formats...


Read more and show all courses with this provider

Request info

Fill out your details to find out more about Effective Complaint Handling - Classroom or Live Virtual Classroom.

  Contact the provider

  Get more information

  Register your interest

Country *

Contact info

Hamilton Mercer

20 Mercer Street
WC2H 9HD London

 Show phone number
www.hamiltonmercer.co.uk


Reviews

Average rating 5

Based on 5 reviews.

Greenpeace
The course was fantastic and the trainer was brilliant. It was detailed and gave me practical techniques and phrases for handling difficult calls. The course was well moulded to fit Greenpeace and I felt like the trainer had really understood the types of calls we get in our team.
Recolight, Customer Service Manager
Good explanation of how to detach emotion and be objective (non-judgemental) when dealing with complaints
University Hospitals of Morecambe Bay NHS
A structured and logical approach to human behaviours and development of personal skills. We were given alternative ways to deal with complaints. The course was though provoking and empowering for taking ownership and contributing to a more professional and consistent approach to complaint handling.”
Request information

Find out more about this Effective Complaint Handling - Classroom or Live Virtual Classroom course - simply fill out your details:

Find a course for you!

  Read the course
 summary on this page

 Fill in your details and Request information

 Receive all the info you need

Find more courses here