Effective Complaint Handling

Duration: 1 day

Rating:

☆☆☆☆☆ 4.9/5

4.9/5

Rushing to ‘close complaints down’, hiding behind a complaints procedure’ and seeing complaints as an ‘inconvenience’ are guaranteed ways to infuriate customers.

Hamilton Mercer’s Service Methodologies™ empower people to own complaints, adapt communication styles accordingly, and identify mutually beneficial outcomes.

Certification: CPD Accredited Course

Audience

Learning Objectives

Handle complaints across all communication channels with confidence and professionalism.
Defuse emotionally charged people and regain the complainant’s trust.
Quickly establish the root cause (drivers) of complaints and the desired outcomes of complainants.
Conduct ‘fair’ investigations, present sustainable solutions, and manage complainant expectations.
Share valuable insights with internal departments to reduce the likelihood of future complaints.

Return on Investment

Business growth through increased customer retention and recommendations.
Fewer unnecessary escalations to managers (and external regulators).
Better reporting / categorisation of complaints.
Fewer future complaints due to proactive product / service improvements.
Uplifted staff confidence, efficiency, satisfaction and morale.

Course Content

Learning Outcomes

View complaints as an opportunity to retain customers, learn and improve.
Recognise complainants’ emotions and select the correct level of empathy.
Defuse emotionally charged customers by neutralising negativity.

Service Methodologies

Introduction to Complaint Handling
Complaint Handling: The L.E.A.D Method™
Empathetic Listening

Learning Outcomes

Recognise customer emotions and select the correct level of empathy.
Engage with customers and build natural rapport – helping to remain in control of conversations.
Know when to provide an immediate fix vs. conducting more detailed investigations.

Service Methodologies

Empathetic Responding: S.I.F.T. Method™
The O.P.R Questioning Method™

Learning Outcomes

Validate complaints and respectfully align invalid complaints.
Pinpoint reasons for the complaint – Root Causes & Drivers.
Ensure the value of solutions reflect the nature / seriousness of the complaint.
Link decisions with desired outcomes so complainants feel listened to and treated fairly.

Service Methodologies

The 3P’s of Complaint Validation™
Selecting the Most Appropriate Redress

Learning Outcomes

Develop the confidence to deliver bad news across all communication channels.
Reduce the likelihood of being challenged when delivering unfavourable outcomes.

Service Methodologies

Credibly Delivering Bad News™

Learning Formats

Classroom

Instructor-Led at one of
our Locations or Yours

Live Virtual

Instructor-Led via
Zoom or Microsoft Teams

Hybrid

Instructor-Led, combining Classroom & Live Virtual

Quick Links

Learning Solutions

Option 1
Scheduled Courses
Develop Individuals

Length: One Day.
Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
Format/Location: Classroom (Covent Garden, London) or Live Virtual (via Zoom).
Catering: Breakfast, Lunch & Refreshments by Monmouth Kitchen.
Approach: Pre-Course Questionnaire & Learning Reinforcement Toolkit.
Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.

Option 2
Tailored Training
Develop Teams

Length: Flexible.
Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit.
Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.

Option 3
Transformation Programme
Develop Teams & Culture

Length: Flexible.
Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit & Coaching for Leaders/Managers.
Certification: CPD Certificate & Learning Reflection Tool (6 - 18 CPD Hours).
Learning Materials & Reinforcement: Learning Manual & Videos, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.

Scheduled Course Dates

Classroom & Live Virtual

Learning Formats

London – Covent Garden

20 Mercer Street
Covent Garden
London
WC2H 9HD

View map here

Live Virtual Sessions – will be Led Live by our Expert Facilitators via Zoom.

Do you have more than 3 learners?

A more cost effective solution would be our Tailored Training; this can be delivered as Live Virtual, Classroom (at your offices) or Hybrid training.

Call us on 0800 121 4660 or complete the enquiry form to discuss.

Testimonials & Reviews

Global or local, we’re the trusted experts

Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world handle complaints more effectively.

Private Sector

“It's informative and good to learn the mistakes we make while dealing with complaints and the ways to rectify them to handle customers better.”

Starling Bank

“I felt the course was interesting and gave me more of an outlook on call handling techniques especially from a complaints perspective. Very useful and helpful course”

Pennon Water Services, Complaints Handler

“I found this course very helpful to face a customer service situation. The delivery of the training was excellent and very well presented. It has helped with my confidence when approaching a customer service situation or complaint.”

Alltask Ltd, Contracts Coordinator

Public Sector

A structured and logical approach to human behaviours and development of personal skills. We were given alternative ways to deal with complaints. The course was though provoking and empowering for taking ownership and contributing to a more professional and consistent approach to complaint handling.”

University Hospitals of Morecambe Bay NHS

I found Anne-Marie very helpful with specific questions I needed answering, regarding ongoing issues I have with complaints. She was very friendly and easy to talk to.

Sandwell and West Birmingham CCG, Quality Officer

“I found the course to be relevant to my needs, very well presented, delivered and supported with information. The concepts were explained well and time was given to explore them further. I have learnt many new strategies which will help me handle complaints more effectively in the future.”

Transport for London, OHA Manager

Third Sector

“Good explanation of how to detach emotion and be objective (non-judgmental) when dealing with complaints.”

Recolight, Customer Service Manager

Greenpeace