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Who this training will help?
What will you get?
How long will it take?

 

Complaint Handling training; boost skills and confidence to help customers when things go wrong. Retain your customers and protect your brand reputation.

Things will go wrong from time to time, but our research shows it’s the businesses that can deal with customers problems or complaints that are the ones that are successful in retaining customers.

Complaint handling can’t be scripted, this is the moment when customer facing personnel must connect with a customer, listen, understand their issue and help the customer in order to retain their business.

“All I can do is apologise” or “Thank you for that information” will not help, and will leave your customers with a greater sense of frustration. In fact, in our research 76.7% of respondents stopped dealing with an organisation because that company did not know how to deal with a customer who raised a problem or a complaint, and added to the stress of the problem by the way they dealt with the customer.

Who will this training help?

New or experienced team members
anyone in a customer facing role
Anyone who needs to develop the communication skills and the confidence to help customers when they have experienced a problem.
I feel so much more confident
I feel so much more confident having this framework now when handling sales calls and it feels so much more natural than the one I was trying to implement before.
Danielle Cole
Short – Sam Roper – HSD Unlike other courses the action plans
Unlike other courses action plans have tangible benefits, in fact some benefit is already in action a week later.
Sam Roper
Short – Sam Roper – HSD – the feedback and enthusiasm from everyone has exceeded my expectations
The feedback and enthusiasm from everyone involved has exceeded my expectations.
Sam Roper
Short – Angel Advance – the most valuable course – customer service
The most valuable course taken to date for our managers, trainers and coaches.
Ben Mariner
Short – BOC – Ambassador – really good very insightful
It's helped me to understand how to make a customer feel valued. Really good, very insightful.
R L
Short BOC – Ambassador – time and money well spent
Excellent, time and money well spent.
Phil M
Short – Schein – Mark Y – Team Leader
An awesome insight into the way our interactions with clients have a significant impact on our business. Providing skills & techniques for a better customer experience.
Mark Yeates
Short – Russell Smith – Reynolds – added value
They added real value and are a real pleasure to work with.
Russell Smith
Short – Patrick Allen – Henry Schein – results
They deliver great results and provide a real return on investment.
Patrick Allen
Short – Reynolds – Customer Service; Call Centre and leadership
If you need really sustainable results in your business then I could not think of a better company than Intelligent Dialogue.
Paul Collins
Short – Michael Reeve – Edwards – customer service and sales
I wouldn't hesitate to recommend them.
Michael Reeve
Short – Rotrex – Ian Bunting – Sales
The training delivered positive & measurable results, increased hire, sales & service business in all of our market sectors.
Ian Bunting
One of the best received we have run
The Ambassador programme has certainly been one of the best received that we have run - so thank you very much for this.
Colin Mills
Short – Jeff Hudson FLG – Hire
Intelligent Dialogue really understand the hire market, and if you want to generate more business and improve service I would contact Diane Banister.
Jeff Hudson
Short – FLG Jeff Hudson – sales hire controllers
Already extra revenue has been significant.
Jeff Hudson
Short – Coventry City Council – Customer Service
I would strongly recommend Intelligent Dialogue to anyone. The content was perfect and the delivery was First Class.
Daniel Freeman
Short – Matt Ainscough – Commercial
The results have been outstanding.
Matt Ainscough
Short – Edwards – Customer Service
I learned more in this course than in over 20 years of customer service.
Christian Owens
Short – All Med Pro – Sales
Brilliant workshop today. Many thanks to Diane Banister. Already the feedback I have had from the team has been great. Highly recommended.
Adam O'Keeffe
Short – BOC – Colin Mills – Customer Service
The Ambassador programme has certainly been one of the best received that we have run - so thank you very much for this.
Colin Mills

What you will get from Intelligent Dialogue Complaint Handling Training

Our courses are a participative mix of input and practical exercises designed to help people learn skills and develop confidence.
We’ll tailor the course so that it is right for your people, dealing with your customers in your marketplace, including:-

the business benefits of complaints and effective complaint handling
understanding the customer's perspective
the key communication skills required when dealing with a complaint
dealing with angry, difficult or unhappy customers
identifying the triggers that make customers angry and avoiding the pitfalls
reviewing complaints and feeding back to management
closing the loop – making sure avoidable complaints are not repeated

How long will it take?

Half a day if participants have received Intelligent Dialogue call handling skills training, otherwise one – two days, depending how much practice and coaching is appropriate.

We can work with your call coaches to help embed the training, or train people in your team to coach for call quality.

GET IN TOUCH

If you would like to improve your teams complaint handling skills get in touch to discuss the details of what you’d like to achieve. We’ll discuss with you our approach to achieving your objectives, how long the training will take and the investment that’s involved.

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