Complaints Made Easy™ is designed to create a stimulating learning experience that supports improved practice and behavioural change. This course is facilitated using our Complaints Made Easy™ learning maps which provides flexibility allowing it to be used by staff at different levels, from 2 hours to a whole day.
Questions are designed for participants to reflect on what they currently do, generate ideas for improvements and obtain the “buy in” of participants to demonstrate why handling complaints well is vital.
This course encourages behavioural change, stretching participants to generate fresh thinking and ideas for resolving customer complaints.
HOW DOES IT WORK?
Delegates work in teams, navigating a customer around the board. The objective is to resolve your customer’s complaint, locally and swiftly. Teams achieve this by debating and responding to exercises, questions and case studies; all designed to get participants resolution focused and evidenced based.
WHY THIS HELPS YOUR ORGANISATION
Complaints handling can enhance or damage your brand, so if your organisation is passionate about creating the most positive customer experience, it must be passionate about developing great complaints handling skills.
Complaints training is sometimes perceived as boring and dry, but our interactive training tool breaks this mindset by creating a stimulating learning experience that allows participants to engage with the subject, developing greater confidence and clear ways of positively handling complaints.
Complaints Made Easy™is an innovative training solution for organisations that want to deliver unparalleled complaint handling. It provides an insightful way to learn so participants gain a greater appreciation of their role and take ownership for creating a positive outcome.
Our clients have seen significant improvements in their staffs’ knowledge and confidence, leading to improved complaints handling and much higher levels of customer satisfaction.
What you will learn
By the end of this workshop participants will have:
- Increased understanding and the confidence to handle complaints competently;
- A more resolution focused approach to provide better outcomes for all involved;
- A greater appreciation of what different stakeholders want from the process;
- A better appreciation of how the learning from complaints can provide have a positive impact on the organisation.