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Training Courses

EFFICIENT CUSTOMER COMPLAINTS HANDLING AND RESOLUTION

Course Code
AS02
Category
ADMINISTRATION AND SECRETARIAL
Course ID
59
Course Outline
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Course Overview

 TRAINING OVERVIEW

This DixonTech Certificate program, titled” Efficient Customer Complaints Handling and Resolution Course, aims to equip participants with the essential skills and knowledge necessary to effectively manage and address customer complaints. Recognizing customer complaints as invaluable feedback highlights their potential to significantly impact an organization's reputation and financial performance. Therefore, it is imperative for businesses to handle complaints professionally and ensure resolution meets customer satisfaction. The course provides practical insights and strategies for managing complaints, improving customer relations, and enhancing the overall customer experience. Effective management of customer complaints resolves immediate issues and contributes to long-term customer loyalty and brand reputation. Implementing proactive strategies for complaint resolution can serve as a preventive measure to forestall future grievances, thereby enhancing overall customer satisfaction and loyalty.

TRAINING TOPICS

  • Customer complaints handling
  • Complaint handling process
  • Root cause analysis
  • Conflict resolution and de-escalation
  • Continuous improvement and feedback

By the end of this training course, delegates will be able to

  • Understand the importance of effective customer complaints handling and its impact on business success
  • Develop and implement a structured complaint handling process
  • Identify and address the root causes of customer complaints to prevent recurrence
  • Apply conflict resolution and de-escalation techniques to handle challenging customer interactions
  • Utilize feedback loops for continuous improvement in complaint management
  • Enhance customer satisfaction and loyalty through effective complaint resolution

TRAINING IS TAILORED TO

  • Customer service representatives and frontline staff engaging directly with customers will benefit from enhanced complaint handling skills.
  • Customer support teams and supervisors, along with team leads, play a pivotal role in addressing customer concerns promptly and effectively.
  • managers overseeing customer service and satisfaction must possess comprehensive skills in complaint management to uphold organizational standards.
  • Quality assurance and process improvement specialists contribute to refining complaint handling processes for optimal customer experience.
  • This training is relevant for anyone keen on honing their abilities in customer complaints resolution, irrespective of their organizational role.

TRAINING METHODOLOGY

  1. Needs Assessment: Conduct a thorough analysis to identify training needs and objectives based on organizational goals and employee requirements.
  2. Curriculum Design: Develop a structured curriculum that aligns with identified needs, incorporating relevant content, learning objectives, and assessment criteria.
  3. Interactive Delivery: Utilize diverse training methods such as lectures, workshops, case studies, simulations, and role-playing to engage participants actively.
  4. Practical Application: Provide opportunities for hands-on practice and real-world application of learned concepts to reinforce understanding and skill development.
  5. Evaluation and Feedback: Implement ongoing evaluation mechanisms to assess training effectiveness and gather participant feedback for continuous improvement.

DAY ONE:

INTRODUCTION TO CUSTOMER COMPLAINTS HANDLING

  • Overview of the course and its objectives
  • Importance of effective complaint handling
  • Types and sources of customer complaints
  • The impact of unresolved complaints on businesses

DAY TWO:

COMPLAINT HANDLING PROCESS

  • Developing a complaint handling process
  • Steps in effective complaint resolution
  • Setting realistic expectations for complaint resolution

DAY THREE:

ROOT CAUSE ANALYSIS

  • Identifying the root causes of complaints
  • Fish bone (Ishikawa) diagram technique
  • Pareto analysis for prioritizing issues

DAY FOUR:

CONFLICT RESOLUTION AND DE-ESCALATION

  • Understanding conflict in complaint situations
  • Techniques for de-escalating customer emotions
  • Conflict resolution strategies
  • Handling escalated complaints and when to involve supervisors

DAY FIVE:

CONTINUOUS IMPROVEMENT AND FEEDBACK

  • The importance of feedback loops in complaint management
  • Establishing a feedback system
  • Key performance indicators (KPIs) for complaint handling
  • Using customer feedback for process improvement
  • Course wrap-up, certificates, and closing remarks

 

 

Course Schedule

From 10-Feb To 14-Feb 2025Barcelona 4550GBP Register
From 24-Mar To 28-Mar 2025ToKyo 6800GBP Register
From 05-May To 09-May 2025Kuala Lumpur 4700GBP Register
From 16-Jun To 20-Jun 2025Amsterdam 4700GBP Register
From 28-Jul To 01-Aug 2025London 4450GBP Register
From 08-Sep To 12-Aug 2025Paris 4550GBP Register
From 20-Oct To 24-Oct 2025Amsterdam 4700GBP Register
From 01-Dec To 05-Dec 2025London 4450GBP Register
From 05-Jan To 9-Jan 2026Paris 4550GBP Register
From 09-Feb To 13-Feb 2026Barcelona 4550GBP Register
From 16-Mar To 20-Mar 2026ToKyo 6800GBP Register
From 20-Apr To 24-Apr 2026Kuala Lumpur 4700GBP Register
From 01 Jun - To 05 - Jun 2026Amsterdam 4700GBP Register

Discounts and Registration

Group & Corporate Discounts:
Available for companies enrolling multiple participants to help maximize ROI.
Individual Discounts:
Offered to self-sponsored participants who pay in full and upfront.
Registration Process:
Corporate nominations must go through the client’s HR or Training department.
Self-nominations must be prepaid via the “payment by self” option.
Confirmation:
All registrations are subject to DIXONTECH’s approval and seat availability.
Refunds:
Provided in case of course cancellation or no seat availability.
Tax Responsibility:
Clients are responsible for any local taxes in their country.