Complaints Handling & Investigation Management
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Complaints Handling for Client-facing Staff
Dealing with complaints is an essential skill for client-facing staff. This 1/2 day course provides practical tips and strategies to effectively handle complaints and maintain positive customer relationships.
295
Online
1/2 day
About this course
This intensive and highly practical half training day assists attendees in understanding what is required to manage complaints properly.
It will consider the root causes of complaints, how to identify a potential complaint, defusing complaints, the importance of open culture and reflecting and learning from complaints through theory, exercises and group discussion.
Course Syllabus
Key Learning Points
- Understanding your complaints policy,
- The root causes of complaints,
- How to identify potential complaints,
- The stages of a complaint,
- Handling people’s emotional responses to complaints,
- The importance of listening and managing expectations at the initial stage,
- How to defuse complaints,
- The importance of open culture, and reflecting and learning,
- How serious complaints are investigated.
Who should attend
All staff members as every person in an organisation should understand how to deal with a complaint.
Available Dates
# SELECTED
| Course Dates | Location | Price | Spaces Left | Book |
|---|---|---|---|---|
| 19/10/23 i 19/10/2023 09:30 - 13:00 | Zoom Online | €295.00 | 12 |
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