Hamilton Mercer
Rated 4.8/5 based on 1,507 reviews
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25% OFF CLASSROOM OR LIVE VIRTUAL SCHEDULED COURSES
25% OFF CLASSROOM OR LIVE VIRTUAL SCHEDULED COURSES

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

  • This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

    Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

Audience

  • People of all experience levels and seniority who handle complaints across all communications channels; face to face, telephone and written (email, live chat and social media).

Learning Objectives

  • Upon completing this course learners will be able to:
  • 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

  • Performance outcomes include:
  • 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 Formats

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Classroom

Facilitator-Led at one of
our Locations or Yours

Live Virtual

Facilitator-Led via
Zoom or Microsoft Teams

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Hybrid

Facilitator-Led, combining Classroom & Live Virtual

Quick Links

Make an Enquiry
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Learning Formats

Option 1:
Live Virtual Training
Learn from Anywhere

  • One day courses.
  • Easy to join a class in just 3 simple steps.
  • Interact with a live expert learning consultant.
  • All you need is a device with Internet (camera and microphone recommended).
  • View available courses
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Option 2:
Tailored On-Site Training
We'll Come to You - Worldwide

  • 90mins, 180mins or One day courses.
  • Comprehensive seven-step approach to identify your requirements.
  • Tailored course content.
  • Manager development tools provided.
  • Call us on 0800 121 4660 or complete the enquiry form to discuss.
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Option 3:
Scheduled Courses
Come to Us - Across the UK

  • One day courses.
  • Lunch at our on-site restaurants and refreshments provided.
  • Pre-course questionnaires to establish key development areas.
  • Personal action plans to support skills reinforcement.
  • View available courses

Course Dates - Live Virtual & Classroom

Effective Complaint Handling

Thu 30 May 2024
9:15AM BST - 4:30PM BST
Live Virtual
  • 25% £295.00 excl. VAT
  • £395.00 excl. VAT
Register11 places remaining
Discount

Effective Complaint Handling

Thu 30 May 2024
9:15AM - 4:30PM
London - Covent Garden
  • 25% £375.00 excl. VAT
  • £495.00 excl. VAT
Register15 places remaining
Discount

Effective Complaint Handling

Tue 25 Jun 2024
9:15AM BST - 4:30PM BST
Live Virtual
  • 25% £295.00 excl. VAT
  • £395.00 excl. VAT
Register11 places remaining
Discount

Effective Complaint Handling

Tue 25 Jun 2024
9:15AM - 4:30PM
London - Covent Garden
  • 25% £375.00 excl. VAT
  • £495.00 excl. VAT
Register15 places remaining
Discount

Effective Complaint Handling

Wed 04 Sep 2024
9:15AM BST - 4:30PM BST
Live Virtual
  • 25% £295.00 excl. VAT
  • £395.00 excl. VAT
Register12 places remaining
Discount

Effective Complaint Handling

Wed 04 Sep 2024
9:15AM - 4:30PM
London - Covent Garden
  • 25% £375.00 excl. VAT
  • £495.00 excl. VAT
Register15 places remaining
Discount

Effective Complaint Handling

Thu 07 Nov 2024
9:15AM GMT - 4:30PM GMT
Live Virtual
  • 25% £295.00 excl. VAT
  • £395.00 excl. VAT
Register12 places remaining
Discount

Effective Complaint Handling

Thu 07 Nov 2024
9:15AM - 4:30PM
London - Covent Garden
  • 25% £375.00 excl. VAT
  • £495.00 excl. VAT
Register15 places remaining
Discount

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 6 learners?

A more cost effective solution would be our Tailored Training; this can 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
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
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
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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
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
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
Transport for London
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Third Sector

“Good explanation of how to detach emotion and be objective (non-judgmental) when dealing with complaints.”
Recolight, Customer Service Manager
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“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.”
Greenpeace
Greenpeace
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Let's Chat

Contact us today

Find out more about our customer service training and personal development courses.

Give us a call on 0800 121 4660 or complete the enquiry form.

Head Office

930 High Road
North Finchley
London
N12 9RT

London

20 Mercer Street
Covent Garden
London
WC2H 9HD

Birmingham

The BCEC
Hill Street
Birmingham
B5 4EW

Manchester

Centurion House
129 Deansgate
Manchester
M3 3WR

Hamilton Mercer
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©2024 Hamilton Mercer Training Ltd | 

Company Nº 06419717  |  VAT Registration Nº 922 4698 09 | Registered Office: 930 High Road, London, N12 9RT

Hamilton Mercer