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A highly interactive training course on

Certified Customer Complaints Handler Training Course

Coventry Academy - Certified Customer Complaints Handler Training Course
5
Days

Course Schedules

 London
 26-30 May 2025
 $6,250
 London
 15-19 Sep 2025
 $6,250
 Dubai
 24-28 Nov 2025
 $6,250

Training course overview

Welcome to the Certified Customer Complaints Handler Training Course. This program is your gateway to becoming an expert in effectively managing and resolving customer complaints.

In today's dynamic business landscape, customer satisfaction and loyalty are essential. The ability to handle complaints with skill and professionalism is crucial; a well-resolved complaint can transform a dissatisfied customer into a loyal advocate for your brand.

This training course equips you with the knowledge and tools needed to excel in the challenging yet rewarding field of customer complaints handling. You will explore the intricacies of complaint resolution, communication techniques, and proactive strategies for preventing future issues.ervice.

What are the goals?

By the end of this training course, participants will be able to:

  • Understand the pivotal role of effective customer complaints handling in business success
  • Develop and implement a structured complaint resolution process
  • Identify root causes of complaints and implement preventive measures
  • Master conflict resolution and de-escalation techniques
  • Enhance your communication, active listening, and empathy skills
  • Create positive customer experiences through efficient complaint resolution
  • Attain certification as a Certified Customer Complaints Handler, validating your expertise

Who is this training course for?

This training course is suitable to a wide range of professionals but will greatly benefit:

  • Customer service representatives
  • Frontline staff
  • Supervisors
  • Managers
  • Individuals seeking to enhance their customer-centric skills

Course Outline

Day One: Introduction to Customer Complaints Handling
  • Overview of the course and its objectives
  • Importance of effective complaint handling
  • Types and sources of customer complaints
  • The impact of unresolved complaints on businesses
Day Two: Complaint Handling Process
  • Developing a complaint handling process
  • Steps in effective complaint resolution
  • Setting realistic expectations for complaint resolution
Day Three: Root Cause Analysis
  • Identifying the root causes of complaints
  • Fishbone (Ishikawa) diagram technique
  • Pareto analysis for prioritizing issues
Day Four: Conflict Resolution and De-escalation
  • Understanding conflict in complaint situations
  • Techniques for de-escalating customer emotions
  • Conflict resolution strategies
  • Handling escalated complaints and when to involve supervisors
Day Five: Continuous Improvement and Feedback
  • The importance of feedback loops in complaint management
  • Establishing a feedback system
  • Key performance indicators (KPIs) for complaint handling
  • Using customer feedback for process improvement
  • Course wrap-up, certificates, and closing remarks

Accreditations

Coventry Academy Professional Development Certification

The certificate

  • Coventry Academy Certificate of Attendance will be provided to delegates who attend and complete the course
  • Delegates who fully attend this course, and successfully pass the CAPC assessment, will receive a certificate from Coventry Academy Professional Certification (CAPC)® 

Coventry Academy
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