Complaint Handling Training

Retain customers and protect your brand reputation

Do your people need help

handling complaints?

Click the button below to find out how we can train your team and achieve real results for your business

LET'S TALK

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.

A key partner as our company moves forward

Intelligent Dialogue brings clarity, empathy and an informed insight into our staff development at an operational and board level. They are a key partner as our company moves forward to its next chapter.

David Evans

The feedback was unanimously positive. We have really seen a change in how the PSAs interact with patients; a much more ‘can do’ approach to potential problems.

Gill Welch

“The training I have received from Diane at Intelligent dialogue is second to none! Tailor made to my working situation and at an extremely manageable pace. This has made my learning easy to implement over time and has yielded great results!”

Debra Ward

The Intelligent Dialogue team managed to achieve a big impact and improvement, with some of the smallest changes.

Operations Director

Best Customer Service Course I've been on in years, with one of the best trainers. Learned a great deal.

Debra Wood

100% Recommended. Real development for real people in daily scenarios.

Branch Manager

Booked meetings have doubled and quotes gone up by 61%

Even after just over a month my numbers as in number of booked meetings have double and quotes have gone up by 61%. As you can imagine we’re amazed by the results. Diane has even been in touch today to see what has happened since and to see if there was anything else we needed. We couldn’t ask for a better service!

Darren John

“The session was hugely informative and interactive, and the trainer really understood our business, and adapted the session to meet our needs.”

Luci Lloyd

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

Unlike other courses action plans have tangible benefits, in fact some benefit is already in action a week later.

Sam Roper

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

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

They added real value and are a real pleasure to work with.

Russell Smith

They deliver great results and provide a real return on investment.

Patrick Allen

If you need really sustainable results in your business then I could not think of a better company than Intelligent Dialogue.

Paul Collins

I wouldn't hesitate to recommend them.

Michael Reeve

The training delivered positive & measurable results, increased hire, sales & service business in all of our market sectors.

Ian Bunting

The Ambassador programme has certainly been one of the best received that we have run - so thank you very much for this.

Colin Mills

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

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

The results have been outstanding.

Matt Ainscough

I learned more in this course than in over 20 years of customer service.

Christian Owens

I'd recommend this training course if you want to make more profit. As far as courses go it's been as good as it gets.

Craig Hughes

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

The Ambassador programme has certainly been one of the best received that we have run - so thank you very much for this.

Colin Mills

More Testimonials

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.

LET’S TALK

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.