1. Introduction to Complaints Handling training course
- Importance of effective complaints management
- Impact of unresolved complaints on reputation and customer satisfaction
- Objectives and benefits of complaints handling training
2. Understanding Customer Expectations
- Identifying common customer complaints and concerns
- Recognizing the emotional aspect of complaints
- Understanding the value of customer feedback for business improvement
3. Communication Skills for Complaints Resolution
- Active listening techniques
- Empathy and rapport-building strategies
- Assertive communication to manage difficult situations
4. Complaints Handling Process
- Receiving and documenting complaints
- Prioritizing and categorizing complaints based on severity
- Setting clear timelines for resolution
5. Investigating Complaints
- Gathering relevant information and evidence
- Analyzing root causes of complaints
- Collaborating with relevant departments for investigation
6. Resolving Complaints Effectively
- Developing creative solutions to address customer concerns
- Providing timely and satisfactory resolutions
- Empowering frontline staff to make decisions
7. Managing Difficult Customers
- Dealing with angry or upset customers professionally
- Defusing tense situations and managing emotions
- Maintaining composure and professionalism under pressure
8. Follow-Up and Feedback
- Following up with customers to ensure satisfaction
- Soliciting feedback on complaint resolution process
- Implementing continuous improvement based on feedback
9. Documentation and Reporting
- Maintaining accurate records of complaints and resolutions
- Generating reports for management review
- Tracking trends and identifying areas for improvement
10. Customer Service Culture and Continuous Improvement
- Fostering a customer-centric culture within the organization
- Encouraging proactive complaint resolution and prevention
- Implementing ongoing training and development initiatives
11. Case Studies and Best Practices
- Real-world examples of successful complaints handling
- Lessons learned and insights from industry leaders
- Tips for handling specific types of complaints effectively
12. Conclusion
- Recap of key concepts and takeaways
- Importance of investing in complaints handling training for business success
- Encouragement for continuous improvement and commitment to customer satisfaction.
