Effective Complaint Handling - One Day Course
Hamilton Mercer
Summary
Live Virtual Courses - NOW £395+Vat
Tailored On-site Training
Hamilton Mercer can also deliver...
- CPD Certification - Free
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Overview
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.
Certificates
CPD Certification
Digital certificate - Included
This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.
Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.
CPD
Description
By attending this Effective Complaint Handling course you will learn the following skills:
- Handle complaints across all communication channels with confidence and professionalism.
- Defuse emotionally charged people and regain the complainant’s trust.
- Quickly establish the root cause (drivers) of complaints and the desired outcomes of complainants.
- Conduct ‘fair’ investigations, present sustainable solutions, and manage complainant expectations.
- Share valuable insights with internal departments to reduce the likelihood of future complaints.
This will then in return result in the following:
- Business growth through increased customer retention and recommendations.
- Fewer unnecessary escalations to managers (and external regulators).
- Better reporting / categorisation of complaints.
- Fewer future complaints due to proactive product / service improvements.
- Uplifted staff confidence, efficiency, satisfaction and morale.
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.