Handling Complaints Effectively

1/2 Day Course

Overall Objectives
Handling Complaints Effectively is a key part of successful customer care, as well as being a powerful way of retaining customers and even building customer loyalty.

The price of getting it wrong is high, with disgruntled customers telling everyone they meet of the bad experience they had when dealing with your organisation.

Training Course Material

This management course material runs off your laptop with zero preparation on your part.

The whole course can be delivered in paperless format. It is designed to run in dual screen mode, so that you have the whole course note instantly available to you. The notes also contain slide/audio links as well as supplementary notes.

We strongly advise that you work with the programme before you go live!

Course Objectives

- Explain key reasons why customers complain.
- Give examples of the benefits of good complaint handling.
- Explain ways in which you can handle complaints more effectively.
- Give examples of how to positively handle a range of situations that can arise when customers complain.

Course Content

- Why do customers complain?
- Benefits of good complaint handling
- How should a complaint be handled?
- Positive complaint handling
- Using procedures

Display Options

Handling Complaints

Dual screen - Course members only see slides and exercises on screen. Trainer has full course programme available on laptop.

Single or mirror screen - Slides can be maximised from the Trainer's screen for viewing, although this does mean turning the projector on and off.

Printable material
Trainer's guidance notes - available in PDF format including one page handout and course certificate.
Exercises or notes - These can be printed.

Trainer Capability

An ability to present material clearly and to lead discussions is essential in using any of these courses.

The course notes can be used in a flexible way by more experienced trainers, but scripting guidelines are written into the content.

Slides and Exercises

11 - All accessible from Trainer's screen
Exercises: 5 - (Detailed on screen - no handouts needed!)

The Virtual Flip Chart

This enables you to collect group contributions on screen. A highlighting/drawing option is also included. A copy of this is available on the CD version as a standalone programme.

Content is automatically saved and a summary screen is included. You can add group contributions into any screen.

A separate version of this programme is also available.
More details....

Copy Permissions

You can copy the materials - handouts and exercises, as often as you need.

Licensing

The course is licensed for unlimited use by one trainer per organisation. Economical additional licenses are available.

Available Now

Managing Projects - 1 day
Managing Others Effectively - 3 days
Managing Time
- 1 day
Behavioural Workplace Coaching
- 1 day
Handling Complaints Effectively
1/2 day
Effective Telephone Skills
- 1 day 

See the Complete Courses summary page. More .....

Computer Platform

Works with Windows XP, Vista and Windows 7

See Before You buy

Ask for an on-line demo via the web, at any time to suit yourself. You can then see and try the programme for yourself. Contact us by phone or email. (details below).

If you are not able to download files directly, we can make this available via the "mailbigfile" web site. Please email us for this.

Purchasing

Courses are available either as a digital download or as a CD version.

Single user licence:
£ 12.95.00 - CD by post
Single user licence:
£ 8.95 - Digital Download
Additional Trainer licences:
£4.50

All prices VAT free

Credit Card
You can buy the course in The Training Store which also includes all our other programmes for Trainers.

Cheque
Just send this to our address.

Invoice - UK based companies only
Email or Fax your order to us. If ordering via email please include your full company address.
We can also send you an invoice for payment via PayPal if preferred.

Cash!
Just call at the door, but best to phone beforehand!

Contact Details

Anglia Training Associates
The Old Crown
The Street
Ovington
Thetford
Norfolk
IP25 6RX

Contact name: Jeremy Woods
Phone: 01953 883 953
E-mail: info@uktraining.uk.com