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Course details
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 courseparticipants 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.
Who Should Attend
This course is ideal for professionals in customer-facing roles, customer service managers, team leaders, and anyone responsible for handling complaints in their organisation.
Course Outlines
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
About London Training For Excellence
Empowering Professionals for Over a Decade
London Training for Excellence is a leading provider of professional development programmes, established in 2013. For over eleven years, we have been committed to equipping individuals and organisations with the skills and knowledge they need to excel in today's ever-evolving business landscape.
A Breadth of Expertise
We offer a comprehensive range of training solutions across a diverse set of industries, including:
- Artificial Intelligence (AI): Stay ahead of the curve with cutting-edge training on AI applications, machine learning and data analysis.
- Contact Management: Learn best practices for building and nurturing relationships, managing communication workflows and leveraging technology to optimise your outreach efforts.
- Engineering: Enhance your technical expertise and stay current with the latest advancements in various engineering fields.
- Finance and Legal: Gain a deep understanding of financial concepts, legal frameworks and compliance requirements.
- Human Resources: Navigate the complexities of HR practices, from recruitment and onboarding to employee relations and performance management.
- Leadership and Management: Develop your leadership skills, communication techniques and team-building strategies.
- Logistics: Optimise your supply chain operations and ensure efficient delivery of goods and services.
- Marketing and Sales: Develop effective marketing strategies, hone your sales skills and drive business growth.
- Oil and Gas: Gain specialised knowledge and skills relevant to the oil and gas industry.
- Project Management: Master the art of project planning, execution and delivery to ensure successful project outcomes.
Our Approach
At London Training for Excellence, we believe in delivering high-quality, interactive training programmes that cater to diverse learning styles. Our experienced instructors are industry experts who combine theoretical knowledge with practical application.
Flexible Learning Solutions
We understand that busy professionals require flexible learning options. We offer a variety of delivery methods to suit your needs, including:
- In-person training: provides more significant face-to-face interaction. In a classroom setting, attendees can connect in real-time. In-person training also offers more opportunities for group activities and interactive projects.
- Online Courses: Our comprehensive online courses allow you to learn comfortably in your working environment.
- In-Company Training: Tailor training programmes specifically for your organisation's needs and deliver them on-site for maximum impact and employee convenience.
Investing in Your Success
By investing in training and development with London Training for Excellence, you will gain the knowledge and skills necessary to achieve your professional goals and contribute to the success of your organisation.
Contact Us Today
Let London Training for Excellence help you unlock your full potential and drive positive organisational change. Contact us today to discuss your training needs and explore how we can empower your workforce for the future.
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