"Learn how to handle complaints quickly, effectively

and in a professional and consistent manner"

Course Overview

Receiving complaints is inevitable - how you deal with them will set yourself apart from your competition!

The way that your frontline staff work with your customers in handling complaints has a direct impact on your bottom line and the lifetime value of your relationship with that customer! Make sure that they have the best skills, strategies and techniques to ensure that every customer experience is a memorable one with our "Complaint Handling Skills Course".

This 1-day in-house course is aimed at those people with direct contact with your customers whether it be face to face, on the telephone or via the internet.

Who Will Benefit From The Course?

• Staff who deal with customers on a daily basis face to face
• Telephone sales and service advisers
• Customer care teams
• Helpdesk operators
• Staff who are responsible for responding to emails and correspondence

What Will You Gain From the Course?

• Describe The Components Of An Effective Complaint Handling Process
• You Will Know How To Understand Your Customers' Points Of View
• Learn How To Build Effortless Rapport With Your Customers
• Discover The Most Effective Questioning And Listening Techniques
• Learn The Importance Of And Practice Your Non-verbal Communication Skills
• Customer Care On The Telephone - The Importance Of Tonality & Inflection
• Setting Customer Service Standards
• Understand The Importance Of The Lifetime Value Of A Customer
• Learn How To Write To Your Customers Effectively And Efficiently
• Learn Techniques And Strategies To Handle Customer Complaints
• Learn How To Be Assert Without Being Aggressive To Your Customers

• Use tracking and trending techniques of complaints for continuous improvement activity.
• Understand how handling complaints can deliver benefits to the organization at large.

Would You Like To Make An Enquiry Or Ask A Question?

Call us for FREE on 0800 849 6732

Email us at enquiries@m-t-d.co.uk

Complete our online form

What Makes MTD Different From The Rest?

Reason # 1

We Will Design And Deliver A Custom Designed Solution Centred Around Your Training Needs And Requirements At No Additional Cost To You.

Reason # 2

Our Courses Are Rated 9.2 Out Of 10 On Our Feedback Forms And 100% Of Our Clients Say That They Would Use Us Again - Your Staff Will Be In Safe Hands!

Reason # 3

We Supply Only The Very Best Trainers For Your Event. We Will Select The Trainer That Has The Highest Skill Level And Experience Relative To Your Requirements. Our Trainers Are Specialists In Their Fields - This Means That Your Staff Receive The Very Highest Standards Of Training Content And Delivery.

Reason # 4

Every Manager That Attends A Course Run By MTD Will Receive Unlimited

Post-Course Email & Telephone Support Whilst They Are Implementing The Techniques And Strategies That They Have Covered On The Course. After All, That's When The Real Work Starts!

Reason # 5

We Offer You Great Value For Money. Our courses start from as little as £695 per day for in-house training. This provides incredible value for money especially when you bear in mind that the cost includes:

• All of the preparation time required in order to gather your requirements and to get an understanding of your training needs.

• The time and expertise required to design and develop your bespoke course

• The delivery of your event by a highly experienced and specialised trainer

• Top quality course materials, manuals, handouts, assessments etc

• Lifetime unlimited email and telephone support after the course

• Providing feedback on the success of the event and on individual training development needs

• Course certificates

Reason # 6

Our Delivery Methods Will Ensure That Your Event Is A Success Or We Will Refund Your Money In Full

Reason # 7

We Provide Flexible Solutions For Your Training Needs. Whether It Be Through A Course, One On One Coaching Or A Management Development Programme, We Can Design A Tailor Made Solution To Exceed Your Expectations