Handling Complaints

We Help Our Clients’ Teams to Respond to and Manage Complaints Better.

Angry Customer on Phone

We help our clients’ teams to respond and manage complaints better.

Responding to customer complaints is a skill that most of us have to learn.  There is a lot of research to show that if you do a first-rate job of handling a customer complaint, they will often go away happier than if there had never been a complaint in the first place.  They’ll also tell their friends and family that they had a complaint about you, and that it was brilliantly fixed.

Likewise, if you don’t sort it out, they’ll tell even more people how rubbish your whole company is – often on the basis of just one incident.  So, it’s vital to get it right – whatever department you work in.

What does a complaining customer usually want from us?  

To know that we have understood their complaint, both the ‘event’ itself and the emotions involved

An apology: this does not mean we are admitting any fault or liability at this stage

Not wasting time on blame or excuses

What actions we are going to take

What the next steps are from our side

Follow-up on any promises made in our response

We focus on helping your team members to create rapport and trust from the get-go, to listen fully so that all the details have been understood, and to offer them a workable solution and agree next actions.  We believe many complaint calls can be handled like a good sales conversation:

Our Complaints Handling Training Workshops will ensure your people develop these skills:

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Knowing how to make a good first impression

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Understanding how to develop an assertive communication style

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Knowing how to sound like you mean what you’re saying

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Understanding the Conversation Cycle

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Understanding how to respond to objections

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Developing listening skills

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Developing the ability to respond authentically to what the customer is saying, without getting into an argument with them

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Understanding how to let the customer know that you fully understand the details of their complaint – and the emotions they are expressing

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Understanding how to build rapport with a wide range of people

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Knowing how to ask the right question at the right time – including confirming that the customer is satisfied with the solution offered (and with any agreed follow-up actions)

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Understanding how to manage conflict situations

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Understanding how the use of Positive Language helps you and the customer create trust

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Knowing how to manage your own negative thoughts and feelings

To find out more, call us on 01536 525100 or email us from our Contact Page.