Problem Resolution & Complaint Management Course

Overview
Course Outline
Scheduled Dates

Course Overview

This 10-day comprehensive course focuses on teaching participants the strategies and skills necessary to effectively handle problems and manage complaints in a professional manner. The course will cover a variety of topics, including understanding the nature of complaints, effective communication techniques, problem-solving strategies, developing a complaint resolution process, and maintaining customer relationships.

Objective:

By the end of this course, participants will be able to:

Understand the nature and types of complaints.
Apply effective communication techniques for handling complaints.
Utilise problem-solving strategies to address complaints.
Develop and implement a complaint resolution process.
Understand how to maintain and repair customer relationships post-complaint.

Course Outline

Day 1 - Understanding Complaints

Introduction to the nature of complaints
Understanding the impact of complaints on businesses
Types of complaints and their origins

Day 2 - Effective Communication Techniques

Importance of effective communication in complaint management
Active listening and empathy in complaint resolution
Assertive communication strategies

Day 3 - Problem-Solving Strategies

Introduction to problem-solving techniques
Steps in problem-solving for complaint resolution
Case studies: Real-world problem-solving examples

Day 4 & 5 - Developing a Complaint Resolution Process

Importance of a systematic complaint resolution process
Steps to develop a complaint resolution process
Implementing the complaint resolution process

Day 6 & 7 - Complaint Management Skills

Techniques for handling complex complaints
Role-play: Managing various complaint scenarios
Assessing complaint management skills

Day 8 & 9 - Maintaining Customer Relationships

Understanding customer satisfaction and loyalty post-complaint
Techniques for rebuilding trust with customers
Role-play: Repairing customer relationships

Day 10 - Future Trends in Complaint Management

Overview of future trends in complaint management
Utilising technology in complaint management
Concluding remarks and course review

Schedule & Fees

3 For 2Offer

Get the most out of group training with our special discount! Register 3 of your participants together on the same course and only pay for 2.

Select Month

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June
October
November

Location

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London

Customer Experience and Relationship Management

London

$9,800

Duration: 40 CPD hours (2Week)

date: 03 - 14 Jun 2024

Customer Experience and Relationship Management

London

$9,800

Duration: 40 CPD hours (2Week)

date: 14 - 25 Oct 2024

Customer Experience and Relationship Management

London

$9,800

Duration: 40 CPD hours (2Week)

date: 18 - 29 Nov 2024

Customer Experience and Relationship Management

Mastering Problem Resolution and Complaint Management

Duration:2 Week (40 CPD hours)

date:03 - 14 Jun 2024

London

$9,800

CPD Standards

Employees of professional or formally regulated bodies are generally expected to have CPD accredited training. This type of accreditation ensures that the training is knowledgeable, informed and constantly updated. It ensures our standards as a company are kept high and consistent.

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Why Choose London Training For Excellence?

Reliability

We will never cancel a confirmed booking
Support

We offer around the clock support
Tailored

We customise our courses to suit your personal learning needs
Quality

Our courses are delivered by highly experienced industry experts
Recognition

All our courses are accredited by the CPD Standards Agency

Frequently Asked Questions

How can training courses be used as a company benefit?

Training is hugely beneficial to both yourself and your company. It enables you to employ new technologies, increases your productivity and enables you to be more autonomous. Have a look here at our infographic on the importance of training and development!

How often do you update your course content to ensure relevancy?

Our course content is constantly reviewed and updated to ensure we stay up to date with all the latest trends. After every course is completed we review the feedback and improve the material where necessary.

Do you keep your classroom environment and instructional methodologies current with today’s real-world workplace?

Yes, we focus our training on ‘real-world’ scenarios and our trainers are all highly experienced and skilled in their relevant fields.

Are your courses eligible for professional certification?

Yes, we offer certification with all our courses, every course is entitled to CPD (Continuous Professional Development) hours which you can put towards your professional portfolio.

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