Complaints Handling

Customers don’t always complain out loud and this course starts by examining how it is beneficial for their organisations to encourage complaints. It then looks at the best ways of annoying customers, including phrases that are common in the world of customer service, in order that these be avoided. Client’s ‘7 basic needs’ are covered including quick and straightforward strategies for meeting those needs. But what happens when customers are being unreasonable? This courses also looks on how best to deal with this behaviour and not get ‘hooked’ into acting unreasonably in return by using statements and strategies to remain assertive and in control.

‘One of the best customer service/complaints courses that I have been on, kept my attention all day.’

Benefits Officer, London Borough of Hillingdon

‘Well thought out and planned training.’

Scanning and Indexing Officer, London Borough of Hillingdon

Course contains:

  • Techniques and strategies to handle customer complaints
  • Assertiveness versus aggression
  • Setting customer service standards
  • Customer care on the telephone
  • Building rapport with customers
  • Delivering bad news
  • Writing to customers
  • How handling complaints can deliver benefits to the organisation at large.

Learning outcomes

By the end of the workshop, participants will be able to:

  • Describe components of effective customer complaint handling
  • Communicate with confidence and assurance
  • Understand how handling complaints can deliver benefits to the organisation at large
  • Defuse customer anger and build rapport
  • Gather information when under pressure.

Suitable for

All staff who are required to deal with customer or client complaints.

Meet the trainers: Tracy Maylath or Rob Hammond

For the last two decades, Tracy Maylath has been a trainer and facilitiator, joining Shelter in 2002. During this time she has delivered an extensive variety of courses to clients ranging from homeless people and vulnerable adults to managers and directors of private sector firms. Building on this diverse pedigree, Tracy has also written and developed programmes in management skills and personal development for both the public and private sector. With her grounding of knowledge in learning theory, Tracy utilises an array of innovative methods and state of the art techniques. She engages clients with her lighthearted approach, passion, in-depth knowledge and vast experience of her topics.

Rob Hammond has been a trainer for Shelter since 2006 and has experience of working with not for profit, Local Authority, and corporate staff at all levels up to director as well as service users for various charities. Qualified in delivering leadership and management programmes, Rob is also trained in psychometric profiling and is licensed and accredited to use MiRo Behavioural Modes TM¬ and Strengthscope TM, both of which maximise individual and team potential. Rob has an honours degree in Psychology and a PG Dip in Integrative Counselling. Also trained as a coach, he combines these approaches as a Personal Consultant and practices as an Integrative Coach-Therapist. He is registered as a member of the British Association for Counselling and Psychotherapy (BACP). Rob’s work has a strong emphasis on personal development and engagement and receives consistently high feedback from delegates.

CPD hours 0