Welcome to the Certified Customer Complaints Handler Training Course. This training course is your gateway to becoming a certified expert in the art of effectively managing and resolving customer complaints.
In today's dynamic business environment, customer satisfaction and loyalty are paramount. A key factor in achieving this is the ability to handle customer complaints with skill and professionalism. A well-handled complaint not only resolves an issue but can also turn a dissatisfied customer into a loyal advocate for your brand.
This training course is designed to provide you with the knowledge and tools necessary to excel in the challenging yet rewarding field of customer complaints handling. Throughout the course, you will delve into the intricacies of complaint resolution, communication techniques, and proactive strategies for preventing future complaints.
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
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 CPDC assessment, will receive a certificate from Coventry Academy Professional Certification (CAPC)®