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This course offers strategies for effective complaints handling, emphasizing the importance of customer service, problem-solving, and feedback loops in improving business processes and customer satisfaction.
Managers and executives from public and private sector organisation who want to design, improve and deliver enhanced complaints handling processes.
Main components of a Complaints Management Process
What Customers Look for When They Complain
People Issues
Skills and Behaviours Needed for Dealing with Complaints
Learning from Complaints
In our Complaints Management course, you’ll dive into various aspects of complaints management, from understanding why customers complain to learning how to respond effectively. Key takeaways include designing and improving complaints handling processes, building rapport with customers, and mastering the skills needed for dealing with difficult situations. You’ll also gain insights from case studies like the UK Ofcom Consumer Complaints Procedures Review, enriching your understanding of complaints training.
This course is designed for a wide range of professionals, from customer service agents to managers and marketing executives. If you’re responsible for customer interactions in any capacity, this course is for you. You’ll learn how to proactively identify complaints, turn around dissatisfied customers, and analyse complaint patterns to prevent future issues. No need to worry about jargon; we keep it simple and straightforward, ensuring the course is accessible to all.
When it comes to complaints management, one size doesn’t fit all. That’s why we offer flexible course dates and multiple delivery formats, including online, in-house, and London-based sessions. Whether you’re a manager overseeing a customer service team or a front-line employee interacting with customers daily, this course is tailored to meet your needs. With a focus on international standards like ISO 10002, you’ll learn how to set response and resolution standards that align with best practices in complaints handling training.
Ready to take your complaints management skills to the next level? Don’t miss this opportunity to register for LCT’s Complaints Management course. For further queries or to discuss customised programmes, get in touch with LCT today.
In our Complaints Management course, you’ll dive into various aspects of complaints management, from understanding why customers complain to learning how to respond effectively. Key takeaways include designing and improving complaints handling processes, building rapport with customers, and mastering the skills needed for dealing with difficult situations...
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