Effective Complaint Handling by Telephone and Email

Course Overview

An in-depth course on how to deal with complaints received on email or on the telephone. This full-day course will give you a complete framework on how to deal effectively with complaints and conflict. You will feel inspired and confident to display assertive behaviour by having the tools and strategies to help you respond effectively and successfully to complaints received by email or on the phone.

Related Courses

Here is a selection of courses that we think you might also be interested in.

Delivering Excellence via Email and on the Telephone
Effective Complaint Handling in Person

This course qualifies for Continuous Professional Development hours. Learn more about CPD

Timetable

09:30 - 09:45 Introduction and welcome to the course and its objectives

09:45 - 10:45 The psychology of why people complain.

What are the fundamental reasons for complaining and how we can prevent it happening in the first place

10:45 - 11:00 Coffee Break

11:00 - 11:45 Advanced Communication Skills.

Responses that resolve. The strength of empathic listening.

11:45 - 12:30 How to deal with different behaviours and challenging personalities that ensure minimum amount of stress for you.

12:30 - 13:30 Lunch

13:30 - 14:15 Complaint handling formulas and strategies

14:15 - 15:15 Dealing and developing

feedback forms, online reviews and complaint procedures

15:15 - 15:30 Coffee Break

15:30 - 16:15 Let’s practice what we have learnt.

What will we do differently? Creating an action plan to ensure that we maintain confidence, composure and calmness in

our future complaint handling scenarios

Benefits

• Understand the psychology of why people complain and the fundamental things we can do to avoid escalation of complaints

• Lots of tools and tips on how to deal with challenging behaviour and difficult personalities

• Learn and develop excellent written communication skills for responding on email together with vocal understanding for complaint handling by phone

• Explore strong complaint handling strategies and how to use them effectively

• Practice our new skills to ensure solid learning whilst exploring different submissive, aggressive and assertive responses.

• Develop great feedback forms, how to respond to online criticism and how to create a bulletproof complaint procedure

• Create an action plan to ensure that we maintain confidence, composure and calmness in our future complaint handling scenarios