Certificate in
Effective Customer Complaints,
Management and Resolution

This Certificate in Effective Customer Complaints Management and Resolution training course is designed to equip participants with the essential skills and knowledge needed to effectively handle and manage customer complaints. Customer complaints are a valuable source of feedback and can have a significant impact on an organization's reputation and bottom line. Therefore, it is crucial for businesses to handle complaints professionally and resolve them to the customer's satisfaction. This course will provide practical insights and strategies for managing complaints, improving customer relations, and enhancing overall customer experience.

By the end of this training course, participants 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

This training course is suitable to a wide range of professionals but will greatly benefit:

• Customer service representatives
• Frontline staff interacting with customers
• Customer support teams
• Supervisors and team leads
• Managers responsible for customer service and satisfaction
• Quality assurance and process improvement specialists
• Anyone interested in improving their skills in customer complaints handling and management

This Anderson training course will utilize a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. The facilitator will provide interactive presentation that incorporates slides, videos, group discussion, and practical exercises to examine all aspects of the topic.

• 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

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

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

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

• 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

Anderson Certificate of Completion will be provided to delegates who attend and complete the course.