Transform Complaints into Opportunities
Refine your communication skills by learning to harness your emotional intelligence with one of the UK's most acclaimed management training courses.
What gets in the way of developing and holding on to new communication skills are old habits of thinking and speaking. Even if the advice is very good the reason why it rarely sticks are the mental habits people inevitably revert to, especially under pressure.
Unlearning those old habits and internalising a more effective and lasting approach to communication needs more than a short course of lectures on how to do it.
What makes this training stand out is the exceptional support through one-to-one coaching sessions and continuous feedback. Changing behaviour is not an easy task as old habits are hard to break.
With a 40-year track record we can help you cultivate practical skills, and build your confidence to so you can successfully navigate real-world challenges, ensuring lasting behavioural improvements.
Join thousands of participants getting results
"What I love about this course is that I didn't just learn about the topic, this course is about ME. I'm confident I can reliably use my new skills, even when under pressure".
A Project Manager At A Tech Company
"A lesson for life! The power of effective communication is incredible when one masters the skills "listening with empathy" and "speaking assertively"
A Project Quality Engineer
Well-known companies who have used this course again and again, over many years
This course is designed to help you handle complaints with the skills and confidence. You'll be able to deal more successfully with emotionally difficult situations. You will learn how to turn complaints into opportunities to build better relationships with customers.
You will learn a set of powerful emotional intelligence communication techniques so that you can manage difficult conversations, handle challenging situations, build relationships and set firm boundaries.
The goal of this training is to equip you with the tools they need to build strong, lasting relationships in your professional life, although because these skills are so transferable many clients report vast improvements in their personal relationships as well.
This is a skills development rather than just a theoretical programme, so the emphasis throughout will be on you taking turn after turn, practising your skills, while receiving feedback and coaching about your effect on others.
In your coaching sessions you will be helped to practise dealing with the kinds of situation you find challenging, again and again, until you are confident you can do it successfully.
We'll combine practical, hands-on experience with video replay and analysis and discussion of the principles involved to help you gain both skills and understanding. Special attention is paid to your individual training needs, so you can practise your skills in real-life situations that you have to handle at work.
That's why as well as your place in a small group, this training includes a generous amount of private and confidential one-to-one coaching sessions online, spread over several months, ensuring an exceptional level of support. This will ensure the changes you make are sustained over a longer period of time and any obstacles are overcome. Choose between online training available worldwide, or in-person face-to-face courses in the UK.
For a list of upcoming course dates (for online coaching and face-to-face training), the locations of the next 3-day public courses in the UK and pricing Click here.
This initial coaching session serves as an introduction to the "Skills with People" course, allowing you to understand the course's relevance and effectiveness for your specific needs before committing to it.
A London UK management training course called Skills with People?
How the skills you'll practise on this course will make you much more successful at handling complaints
This course will give you the skills and confidence to deal more successfully with emotionally difficult situations like handling complaints. In other words it will enable you to master the skills of emotional intelligence. With these skills you'll be able to turn complaints into opportunities to build better relationships with the people who are complaining.
There's one word for why handling complaints is so difficult, and that is emotion. As you know from personal experience, when emotions are aroused communication is difficult, relationships come under strain, people become irrational, and conflict and misunderstanding all too easily develops.
Because of their experiences many people have developed a fear that emotion is difficult, dangerous and can eaily get out of control. So they try to avoid, suppress or ignore it. But this gets them into difficulties when handling complaints. What they don't realise is that it's only when you try to burry it that negative emotion is destructive. By admitting it and talking openly about it you let off steam, get it off your chest, and it blows over safely.
Let's look through the eyes of someone making a complaint.
Imagine you recently bought a product or service because it was crucial to you, but now you can't use it because something's gone wrong with it. Unless you contact the supplier and complain the problem won't be fixed. But you've got quite enough on your plate without this, and so as well as being worried because you can't use what you bought, you're also annoyed and frustrated at having put all this energy into making a complaint. So when you pick up the phone to make the complaint your blood pressure's high and rising.
The two skills you need for handling complaints are listening with empathy and speaking assertively. They're the two crucial communication skills this course will help you master.
You need to be able to listen with empathy as your very first response when hearing a complaint. This response has several powerful advantages:
Second you need to be able to speak assertively in order make them realise you're going to help them, and understand how you're going to do it.
Of course to handle complaints successfully, as well as dealing with the customer you'll probably also have to deal with the people within your organisation who need to be involved in fixing the problem. These two skills, assertiveness and empathy, will make you more successful and persuasive at handling these conversations, too.
Effective complaint is critical for building customer satisfaction and loyalty, improving a business's reputation, and reducing negative reviews and word-of-mouth advertising.
Customer satisfaction and retention are directly linked to complaint handling. When customers complain or experience a problem or issue with a product or service, they want their grievances addressed immediately.
Otherwise, it can lead to customer dissatisfaction which will result in them refusing to use the business's services or products again in the future.
The importance of timely and effective complaint resolution cannot be understated. In once recent study Customers who share their complaints in an online forum often expect 60% faster response times than those who contact customer service representatives.
If companies neglect responding quickly enough, dissatisfied customers tend to take matters into their own hands by posting negative reviews online - resulting in a drop-off in customer loyalty and an increase of adverse word-of-mouth advertising.
Failing to address customer complaints properly also decreases employee morale, leading further impact on customer's experience with the brand such as longer wait times or miscommunication related issues when interacting with representatives on social media platforms and through call centers.
One of the most significant advantages of effective complaint handling is that it can help improve a business's reputation and establish trust with customers. Taking the time to address customer issues promptly, efficiently and according to their expectations can have numerous benefits from greater customer satisfaction and loyalty, to more positive word-of-mouth advertising.
Studies have shown that companies which take their customers' complaints seriously are significantly more likely to maintain good relationships with them than those who do not.
When complaints are handled well, customers often feel heard and respected, giving them confidence in the organization for future transactions. This increased loyalty also produces referrals--another major benefit for someone's brand recognition in today's competitive marketplace.
Highlighting examples from successful companies illustrates how beneficial complaint handling can be; Tesla Motors received huge positive press when they responded quickly and proactively handled customer complaints over battery life concerns.
Companies that to respond to customer complaints in a timely manner can significantly lessen the impact of negative reviews and word-of-mouth advertising.
According to research, only 10% of dissatisfied customers actually make a formal complaint meaning that 90% may still have a poor opinion about your business without giving you the chance to address their concerns directly. This is likely because confrontation is stressful for most people.
It is important to monitor online platforms such as social media or review sites, as well as take proactive steps in addressing all possible customer complaints quickly and effectively.
Good complaint handling practices are also key in building positive relationships with customers and maintaining customer loyalty over time. Developing strategies that encourage an open dialogue between you and your customers will help create trust within these relationships. Providing feedback on how issues were resolved based on customer input allows them feel heard and respected by your business.
Some organisations even go so far as offering discounts or other benefits when valid claims arise from customer complaints - showing customers they value their feedback while motivating others who experienced similar issues come forward instead of resorting grievances via outside channels (e.g social media).
The bottom line is: effective resolution of customer's service experience problems plays equally critical role in reducing negative reviews/word-of-mouth advertising. After all no company wants unfavorable comments posted or shared publicly which could potentially do damage long-term financial performance. It is of course crucial to understand various communication methods needed handle & resolve each conflict successfully. That way you can impress clients, exchange valuable information, and maintain a good reputation overall. If you can win a clients' confidence again you can recover from a poor complaint.
There are some different types of customer complaints. Understanding them can help you handle them moer effectively.
Customer service complaints are one of the most common types of customer grievances and can range from dissatisfaction with delivery timelines to product quality issues. Dealing with these complaints effectively is essential for maintaining customer satisfaction, loyalty, and retention of client business.
To handle this type of complaint successfully requires an active listening approach as well as showing empathy and understanding toward a frustrated customer. Complaint handlers must ask questions to dig deeper into what caused the issue and identify any underlying root causes that need addressing.
They should also be able to empathise with customers while at the same time communicating in a firm but concise manner that resolutions can be achieved. Alongside problem-solving skills, creativity is often needed when resolving complex scenarios.
When responding, it's important not to make assumptions or use legalistic language which may appear confrontational or overwhelming; instead offer specific suggestions on how you're going to address their concerns or help them find a resolution quickly and effectively ensuring all details are accurately recorded for future reference.
Product/service complaints are one of the most common types of customer complaints. From faulty products or services, to poor quality and misleading information, these complaints can have far-reaching consequences for any business.
If a customer is unsatisfied with their purchase, it affects customer loyalty and encourages them to seek alternative suppliers in the future. Ignoring such complaints also has reputational risks as customers may post negative reviews online or share bad word-of-mouth experiences which can cause irreparable damage in terms of reputation and future sales.
It is therefore essential that businesses treat product/service compliants as seriously as possible, by responding promptly and offering adequate solutions to rectify issues quickly and conveniently for customers.
For example, if a delivery arrives late or an item breaks shortly after purchase - companies should provide some form of compensation (such as a replacement order) either immediately or within an acceptable timeframe.
Research shows that 89% of consumers expect response times on social media within 24 hours, highlighting the importance off speed when it comes to resolving product/service issues.
From polite questions to full-blown grievances, complaints about staff members can severely damage the customer experience, leading to loss of reputation and business.
Staff behaviour from being rude or unempathetic during an interaction can be a big cause of customer dissatisfaction and will decrease loyalty. Building the necessary skills for effective complaint handling should be a priority in any organisation. This means understanding customer's needs, demonstrating active listening skills coupled with empathy and understanding their disappointment, proposing solutions with creativity when needed as well as following up on resolution either with an online survey or a telephone call.
As every situation is unique, it ultimately boils down on how well customers feel attended to. During our training coiurse role playing exercises offer great opportunities where representatives are presented with real life scenarios they may face so they are able to practice dealing with similar situations when they are in front of complaining customers. This helps them become more confident responding naturally rather than offering pre-prepared scripted responses learnt off by heart.
The skill of navigating customer complaints effectively is crucial for any organisation's success. When it comes to effectively handling general complaints, having a proper system and understanding the process can make all the difference.
A good place to start is by promoting active listening. Focusing on what customers are saying, repeating information back where appropriate, validating their feelings and not interrupting them mid-sentence has been known to significantly help.
Also important when dealing with general complaints is empathy - being able to recognise how they might feel in this situation is key before responding appropriately.
It is sensible for companies to look into offering training around best practice guidelines for handling common types of general complaints professionally, promptly and consistently across all departments that deal with customers.
Training on key elements of the complaint handling include active listening, empathy and understanding, problem-solving with creativity, and assertiveness. These are all important skills for any business wanting to maintain customer satisfaction.
Active listening is an essential skill for effective customer service and complaint management. It requires fully concentrating on what the customer is saying, avoiding any form of distraction in order to accurately process and communicate information.
By actively engaging with customers this creates a positive environment and establishes trust. During active listening it's important that the employee involved listens calmly without interrupting or providing judgements, instead they should focus on understanding the situation rather than offering solutions immediately.
Active listening techniques include paraphrasing and summarising which involves repeating key points back to clarify comprehension. This clarifying involves asking questions to uncover further details about a story or situation, and summarising at the end of conversations where you reiterate main topics discussed ensuring everyone is on the same page before taking action towards resolution regarding complaints filed by customers.
Empathy and understanding are invaluable aspects of effective customer complaints and complaint handling. When customers feel heard, understood, and respected during their experience with an organization's customer service team, their satisfaction increases exponentially.
Not only does this lead to increased customer loyalty but it also improves the business's reputation among customers by making them more likely to provide positive reviews and spread word-of-mouth advertising about the business. Both of these are critical components of successful customer retention strategies.
To build a culture of empathy among your customer service staff, organisations must give representatives access to training such as the active listening skills training and workshop we provide which guide people on how you should approach different types of complaints such as product/service complaints or complaints about staff in order create extraordinary experiences for customers every time.
When it comes to complaint handling, problem-solving and creative thinking are essential skills for effective resolutions. Companies need to be able to identify underlying problems that may have caused customer complaints in the first place.
Without understanding these issues, there is no way of preventing future similar events from occurring or properly addressing a customer's needs. Problem-solving and creativity also come into play when establishing the best possible solution for any given complaint scenario.
Creative methods such as proposing alternative plans (such as money back guarantees), offering discounts on products/services, providing free upgrades or additional features, etc., are all important ways of showing customers that their views are valued and that the company takes active steps towards resolving difficult situations quickly and effectively.
Additionally, when employees come up with inventive solutions tailored specifically towards individual customer's needs they can either help prevent further similar instances arising or create more positive comments about the company's service overall due to well established loyalty with those customers who receive this extra effort during the resolution process.
Follow-up and resolution is a critical part of effective complaint handling that helps ensure customer satisfaction and loyalty, improve business reputation and reduce negative reviews.
For example, if a customer complains about poor service they received then it is essential that you acknowledge their complaint as soon as possible.
Once acknowledged you can then investigate what went wrong so that it can be fixed in order to prevent similar complaints from occurring again in the future. Once you have identified what happened i.e; staff were not following proper procedures/training protocols etc., an appropriate response can be provided (either refunding money spent or offering some form of compensation).
We provide some differnt types of complaint handling training include online coaching, in-person training workshops, and customised complaints handling training programs to help businesses increase customer loyalty and retention.
Our online coaching is an excellent way for you to develop your customer complaints handling skills. Not only do we provide a flexible, convenient, and cost-effective learning solution, but we also offer tailored training that can be customised to meet specific organisational needs.
Our online complaint handling coaching programme allow businesses to provide training for employees at anytime and from any location. This makes them particularly suitable for remote workers or those with busy schedules who still need access to valuable information when it best suits them.
Our in-person training workshops are an effective way to provide you with the knowledge, experience, and practical skills you need to deal with customer complaints. Face-to-face sessions allow you to ask questions and interact directly with an experienced trainer who can provide valuable insights on how best to respond in any given situation. Through engaging real-life scenarios, you gain first hand experience of dealing with different types and levels of complaints from customers as well as a chance have your responses evaluated by specialists.
Our classes also offer opportunities for roleplaying activities that help build your confidence when handling potential disputes and escalate difficult conversations professionally. In some cases, case study examples may be used which simulate realistic conversations so that you can practice these skills effectively before using them out in the field. Interactive feedback exercises help develop creative problem solving techniques while learning strategies for staying calm within challenging situations is another key element of complaint handling training delivered in person.
Our customised complaint handling training programs can benefit businesses by allowing you to specifically target your training needs and adjust the whole training course and content according to your individual requirements. Our programs allow you to develop a comprehensive understanding of the processes and techniques that are necessary for handling customer complaints effectively, while also equipping you with tailored strategies and techniques to deal with specific customer pain points.
Our customisable complaint handling training programs can be tailored to meet the unique needs of each company, taking into account the organization's objectives, employees skillsets and sophistication of your customers. These methods can ensure you are presented with relevant material directly related to the nature of customers you interact with on a daily basis. In addition, your trainer is able to provide more frequent refresher coaching on important topics that may have already been covered during initial trainings or adapted for new developments.
Our customisable complaint handling training enable you to focus on weaknesses instead of strengths already possessed by staff members and enable a greater level of confidence within team members when dealing with customer pain points in areas crucial for success e.g employee engagement surveys, feedback surveys from customers etc.
To ensure successful outcomes, the delivery of our complaint handling training involves a combination of role-playing exercises, real-life scenarios and case studies, online coaching and video feedback, as well as classroom training with an expert trainer.
Role-playing exercises are highly effective for teaching customer complaint handling and building customer service confidence. This training technique is based on consumer psychology theories, allowing you to understand common customer behavior and how to approach it in the best way possible.
Role-playing also presents you with a variety of challenging customer service scenarios which allows you to experience real life situations from a third-person's perspective. The exercises gives you a safe platform to observe and handle these crisis without any major repercussions. While participating in these exercises, you practice the essential skills needed to effectively handle customer complaints, including active listening, empathy, problem solving with creativity, and assertiveness.
Role play allows you to put your newly acquired knowledge into action, helping you build confidence in your roles and develop sound judgement when dealing with different complaints. You learn strategies that communicates to customers they are being heard, taken seriously and respected. Role-playing exercises offer valuable insight into how different people respond towards various customer complaints, allowing you to develop the correct attitude and demeanor when dealing with unhappy customers.
Real-life scenarios and case studies are an invaluable tool to learning how to handle complaints. The strategies we teach can help you understand the importance of effective complaint handling while developing problem-solving skills. For instance, providing clear examples and walking you through common complaints, you can begin to recognise how certain actions may result in a successful resolution or further dissatisfaction from customers. By offering real life insight into past situations and how best it could be handled, you are better prepared for future customer issues.
Using real life case studies provides deeper understanding of the tools and techniques we teach than simply reading off procedure handbooks, or memorising pre-scripted guidlines. We can help you develop your confidence and your communication skills. You'll practice over and over until you know what you're doing, and how to replicate it in the heat of battle.
Our online training is an excellent way to deliver complaint handling training. Online coaching provide you with the flexibility and convenience, both in terms of customisation and delivery. You can engage in learning on your own pace, which is not always possible with classroom one-directional lectures or group activities.
Our online coaching also provide cost savings for employers who can give ongoing support, feedback, guidance and resources where necessary.
Attending our classroom training with an expert trainer provides essential knowledge and skills for complaint handling. As an experienced professional in the field we can provide invaluable tips, techniques, and feedback to help you become mroe successful and confident when dealing with customer complaints.
Our course focuses on different aspects of complaint handling like active listening skills, empathising with customers, problem solving, assertiveness skills, follow up and resolution of complaints.
Attending classroom training with our expert trainer has helped thousands of participants gain confidence in communicating effectively with customers.
Gathering feedback from employees, customers and analysing employee performance metrics are key to evaluating the effectiveness of complaint handling training.
Feedback surveys from employees and customers can play a role in measuring the effectiveness of complaint handling training, and offer insights and make informed decisions. By obtaining feedback from both groups, you can make sure you address all aspects of the complaint handling process and fine-tune their training programs for better results.
Identify gaps in training and areas for improvementMeasure customer satisfaction and identify trends in complaintsAssess employee engagement and commitment to complaint handlingObtain insights into the effectiveness of complaint resolution strategiesEncourage employee involvement in developing complaint handling strategiesAssess the impact of complaint handling on customer loyalty and retentionTrack employee performance metrics and review their progress over timeEvaluate the company's reputation and brand image in the eyes of customers
By analysing the data collected through feedback surveys, you can identify strengths and weaknesses in your complaint handling processes, both from the perspective of the employees responsible for investigating complaints and for complaint resolution and the customers affected by the issues. For example, if a high number of customers may report dissatisfaction with the timeliness of complaint resolution, it indicates a need for additional training in time management and prioritisation skills for customer service representatives.
Similarly, employee feedback surveys can help pinpoint specific areas of difficulty, such as dealing with angry customers or finding creative solutions to complex problems. By addressing these concerns, companies can ensure you teams are better equipped to handle complaints effectively, ultimately improving customer satisfaction and reducing the likelihood of negative reviews and word-of-mouth advertising.
Measuring your performance plays a role in handling complaints training and assessing the effectiveness of complaint handling training programs. By tracking specific metrics, you can identify areas for improvement and ensure you are equipped with the skills and tools necessary to handle customer complaints effectively. A focus on these metrics can lead to an overall boost in customer satisfaction, while also improving the organization's reputation.
|How quickly an employee addresses a customer's complaint
|Response time is reduced by 30% after training
|The percentage of complaints that are resolved successfully
|Resolution rate increases by 20% following training
|First Contact Resolution
|How often a complaint is resolved within the first interaction
|First contact resolution improves by 15% after training
|Customer Satisfaction Scores
|Customer feedback specifically related to complaint handling
|Customer satisfaction scores increase by 10% following training
|Complaint Escalation Rate
|The rate at which complaints are escalated to higher levels of management
|Complaint escalation rate decreases by 25% after training
By monitoring these performance metrics, you can determine the effectiveness of this complaint handling training and make adjustments as needed.
Employee engagement surveys can also play a role in measuring the effectiveness of this complaint handling training, as they provide valuable insights into staff motivation, job performance, and the impact of HR programs. By including key questions tailored to an organisation's needs, these surveys can allow you to accurately assess the success of this complaint handling training and make necessary improvements.
Key Questions to Include in Employee Engagement Surveys
Incorporating employee engagement surveys into the complaint handling training process allows you to fine-tune this programs and ensure a culture of complaint handling excellence that ultimately leads to increased customer satisfaction and retention.