Complaint Handling Training Courses and Workshops

Schools providing training courses, certificates, diplomas or degree programs of Complaint Handling




Total 78 training courses and degree programs available around the world.

Handling Complaints in a Regulated Environment Workshop

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Fitch Learning USA
Training Center(s)/Venue(s): Chicago, New York City, United States
  V

The overall goal of this one day workshop is to develop a thorough understanding of the requirements relating to complaints handling within the world of regulated financial services, taking account of the recently updated provisions imposed by the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS). This is a highly interactive workshop and participants will have the opportunity to apply the key concepts covered in the workshop to exercises and case studies

Specifically participants will be able to:
•Explain the key requirements of the FCA regulations relating to complaints handling in the financial services industry
•Describe the role and remit of FOS and its approach to common issues that it is required to adjudicate on
•Review their current complaints handling arrangements in order to determine a ‘best practice?approach for their respective businesses

Target Audience

The workshop is appropriate for those who are:
•Responsible for handling customer complaints, or who are involved in the complaints ... [Read More]

Handling Complaints in a Regulated Environment Workshop

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Fitch Learning Singapore
Training Center(s)/Venue(s): Singapore, Singapore
  V

The overall goal of this one day workshop is to develop a thorough understanding of the requirements relating to complaints handling within the world of regulated financial services, taking account of the recently updated provisions imposed by the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS). This is a highly interactive workshop and participants will have the opportunity to apply the key concepts covered in the workshop to exercises and case studies

Specifically participants will be able to:
•Explain the key requirements of the FCA regulations relating to complaints handling in the financial services industry
•Describe the role and remit of FOS and its approach to common issues that it is required to adjudicate on
•Review their current complaints handling arrangements in order to determine a ‘best practice?approach for their respective businesses

Target Audience

The workshop is appropriate for those who are:
•Responsible for handling customer complaints, or who are involved in the complaints ... [Read More]

Handling Complaints in a Regulated Environment Workshop

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Fitch Learning Dubai
Training Center(s)/Venue(s): Dubai, United Arab Emirates
  V

The overall goal of this one day workshop is to develop a thorough understanding of the requirements relating to complaints handling within the world of regulated financial services, taking account of the recently updated provisions imposed by the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS). This is a highly interactive workshop and participants will have the opportunity to apply the key concepts covered in the workshop to exercises and case studies

Specifically participants will be able to:
•Explain the key requirements of the FCA regulations relating to complaints handling in the financial services industry
•Describe the role and remit of FOS and its approach to common issues that it is required to adjudicate on
•Review their current complaints handling arrangements in order to determine a ‘best practice?approach for their respective businesses

Target Audience

The workshop is appropriate for those who are:
•Responsible for handling customer complaints, or who are involved in the complaints ... [Read More]

Handling Complaints in a Regulated Environment Workshop

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Fitch Learning
Training Center(s)/Venue(s): London, United Kingdom
  V

The overall goal of this one day workshop is to develop a thorough understanding of the requirements relating to complaints handling within the world of regulated financial services, taking account of the recently updated provisions imposed by the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS). This is a highly interactive workshop and participants will have the opportunity to apply the key concepts covered in the workshop to exercises and case studies

Specifically participants will be able to:
•Explain the key requirements of the FCA regulations relating to complaints handling in the financial services industry
•Describe the role and remit of FOS and its approach to common issues that it is required to adjudicate on
•Review their current complaints handling arrangements in order to determine a ‘best practice?approach for their respective businesses

Target Audience

The workshop is appropriate for those who are:
•Responsible for handling customer complaints, or who are involved in the complaints ... [Read More]

Handling Challenging Customers

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Excel Thru Learning
Training Center(s)/Venue(s): Toronto, Canada
  V

This program enables participants to accurately assess and manage the customer’s call, communicate
effectively with customers, control the length of the call, as well as reduce job stress. Along with this
participants will be able to provide quality service while maintaining a positive company image.
Program Content:
Handling Challenging Customers
?The Call
?You are the Scapegoat
?You are the Stranger
?Your Calls
?You have a Valuable Role
?What Does the Customer Want?
Ten Steps to Dealing with Difficult Customers
?The Ten Step Program
?Canadian Health Association Stress Test
Dealing with Work Stress
?Coping Strategies for Managing Stress
?How to Gain Happiness
Case Studies
?Six Customer Call Examples
?Response Guidelines

Handling Difficult Clients Workshop

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: DePaul University Continuing and Professional Education
Training Center(s)/Venue(s): Chicago, United States
  V

This one-day workshop will provide you with the tools to identify and manage resistant behavior. After identifying the behavior, you will learn how to implement a step-by-step approach to decreasing if not eliminating the undesirable behaviors and increasing the desirable behaviors. You will learn how to listen actively, empathize, establish rapport, structure the process and work with the resistance not against the resistance. You&,#146,ll be equipped with proven techniques in financial counseling. The goal of this course is not to turn you into a psychologist but to equip you with the behavioral technology to assist your clients, even the difficult clients, from failing to achieve their own financial goals. This course is designed to fulfill the CFP Board CE requirements under Addendum 1: Client and planner attitudes, values, biases and behavioral characteristics and the impact on financial planning.

This course qualifies for six continuing education credit hours from the Certified Financial Planning Board of Standards, Inc.

Who Should Attend
Read More]

Making Upset Customers Happy

Course Format: Online / Virtual Classroom / Webinar
School/Trainer: Texas Southern University
Training Center(s)/Venue(s): Houston, United States
  V

No matter how hard a customer service worker tries, some customers will not be satisfied. It only takes one unsatisfied person to shatter a perfectly good day at work for everyone and to steer many more prospective customers away from you. Unhappy customers have their reasons for being discontent, but it’s the customer service workers job to figure out how to make them happy. They can do this by learning to resolve complaints and by working to win-back their business. This course discusses how to make upset customers happy. It is designed for a general business audience.

By the end of this course the learner will be able to:
•State how to resolve customer complaints.
•Describe how to handle an irate caller.
•Summarize how to recover from an angry customer.
•Explain how to win-back a lost customer.
•List ways to make a win-back plan.

Dealing With Difficult Customers

Course Format: On-Site / In-House / Private Tutoring
School/Trainer: Lambton College Learning & Training Solutions
Training Center(s)/Venue(s): Sarnia, Canada
  V

This course covers the following topics: understanding emotions, behaviours and effects, recognizing attitude and determining whether your temperament controls you, recognizing three major modes of behaviour and their consequences, handling anger and hostility, understanding causes of conflict and how to avoid them, solutions for coping in the workplace and dealing with difficult behaviour on a daily basis.

Contact Centre Operations (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Centennial College
Training Center(s)/Venue(s): Toronto, Canada
  V

The Contact Centre Operations program provides four months of skills-focused training, which takes place in Centennial’s state-of-the-art training facility. This 15-week certificate program will prepare you for a challenging and rewarding career in contact centre operations.

The customer contact centre industry is one of the fastest growing sectors in Canada. Numerous exciting career opportunities are available for graduates of this program.

Program Highlights

Students will develop the following skills: •Superior customer service skills
•Communication skills
•Computer skills to manipulate a variety of applications and databases
•Sales skills to cross-sell, up-sell and market contact centre’s products and services
•Ability to listen and exchange information over the phone
•Ability to deal with emotional and difficult customers
•Multi-tasking (i.e. speaking, typing and browsing for information at the same time)
•Conflict resolution and problem-solving skills

A Career Day takes place at t... [Read More]

MANAGING COMPLAINTS TO ACHIEVE POSITIVE RESULTS

Course Format: On-Site / In-House / Private Tutoring
School/Trainer: UNC Charlotte Continuing Education
Training Center(s)/Venue(s): Charlotte, United States
  V

How do you deal with team member complaints? Do you ignore them? Avoid them? Overreact to them? Or do you treat them as a way to solidify the team and improve team member self-esteem?
Your own perception is not as important as the team member’s view of the problem. What may seem trivial to you could be very serious to the team member. So, all complaints must be treated with fairness and dignity.
It’s important to see complaints as chances to enhance your relationship with team members. The simple act of listening to and really hearing the complaint goes a long way toward making the team member feel important. However, listening is not enough. In fact, if you listen and do nothing, the situation will get even worse. Instead, you need to deal with the issues and solve the problem, if possible.
What You Will Learn
?Understand why all team member complaints must be dealt with rather than ignored or dismissed
?Be more sensitive to all the problems - major or trivial, real or imagined - that can lie behind complaints
?Understand techniques used to... [Read More]

Voice of the Customer

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: The Ohio State University Fisher College of Business
Training Center(s)/Venue(s): Columbus, United States
  V

The purpose of this program is to provide a strategic overview and a practical, tactical toolkit to bring the voice of the customer into the organization.

Program Participants Will Learn


Understand the pitfalls of common research methods


Tap into your customers emotional responses


Apply the Service Profit Chain concepts in your own organization


Know when and how to use different research designs

Managing Difficult Customer Behavior

Course Format: On-Site / In-House / Private Tutoring
School/Trainer: TrainersDirect
Training Center(s)/Venue(s): Plattsburgh, United States
  V

Participants will learn step-by-step guidelines and techniques to use when dealing with different customer behaviors, with the ultimate goal of turning that customer into a raving fan!

Have you ever had a customer react in a negative way to your product or service?

What about...

the demanding customer?

The passive one?

The irate customer?

Oftentimes, how we handle the difficult clients can say more about our company than how we handle the routine client.

There are any number of customer behaviors that we encounter in a service industry, and some of them can pose a challenge.

Complaint Handling

Course Format: On-Site / In-House / Private Tutoring
School/Trainer: West End Training Limited
Training Center(s)/Venue(s): Vale of Glamorgan, United Kingdom
  V

Quality v Total Quality v. Acceptable Quality
The Quality Mushroom and its affect on complaints
Characteristics of quality organisations
The costs of complaints
Service standards
How to handle the complainant:
Open and closed questions
Mirroring
Body language
Do not say ? Do say ? Complaint procedures
Communicate the message well
Complaint analysis
Root causes
Explosive and constructive conflicts
Beliefs that lead to Impasses
Beliefs that lead to win / win resolutions
Types of conflict
Factors affecting client relationships
Problem solving techniques
-fishbone analysis
-force-field analysis
-brainstorming
Quality improvement
Monitoring customer service

Succeed with Difficult Clients Workshop

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Reflection Seminars
Training Center(s)/Venue(s): Montreal, Vancouver, Victoria, Canada
  V

This two-day workshop is designed to help you identify the nature of the conflict and to separate the factual issues from the emotional issues in order to reach conclusion. It will help you identify some of the ways you may be contributing to these problems and give you some strategies you can adopt, at work and in your personal life.

How You Will Benefit:
•Recognize how your own attitudes and actions impact on others
•Find new and effective techniques for managing negative emotions
•Communicate more assertively and effectively
•Become more confident that you understand another person€s message correctly
•Identify effective verbal and non-verbal communication
•Increase positive information flow to enhance productivity and performance
•Develop coping strategies for dealing with difficult people and difficult situations
•Identify those times when you have the right to walk away from a difficult situation
•Know that conflict isn€t always negative
•Be able to deal constructively with conflict situations
Read More]

Customer Contact (Certificate)

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Esset Australia
Training Center(s)/Venue(s): Kelvin Grove, Kingsgrove, Launceston, Mulgrave, Payneham, Wembley, Australia
  V

BSBCCO301B
Use multiple information systems
BSBCCO307A
Work effectively in customer contact
BSBCCO309A
Develop product and service knowledge for customer contact operation
BSBCUS301B
Deliver and monitor a service to customers

Elective unit(s)
The elective unit options listed below represent the only approved elective unit options offered by Esset Australia. This is a reduced list from the qualification packaging rules specified electives list.
Group A
BSBCCO203A
Conduct customer contact
BSBCCO204A
Collect data
BSBCCO304C
Provide sales solutions to customers
BSBCCO305B
Process credit applications
BSBCMM301B
Process customer complaints
BSBITU203A
Communicate electronically
BSBWOR203A
Work effectively with others
BSBWOR301B
Organise personal work priorities and development

Group B
BSBMGT401A
Show leadership in the workplace
BSBMGT402A
Implement operational plan
BSBMGT405A
Provide personal leadershipRead More]

Customer Service

Course Format: On-Site / In-House / Private Tutoring
School/Trainer: Learning Technologies, Inc.
Training Center(s)/Venue(s): Chapel Hill, Charlotte, Concord, Durham, Franklinton, Greensboro, Raleigh, United States
  V

Participants will explore:

?Meeting And Exceeding Customers Expectations
Learn how to see things from the customer’s point of view and explore the ? C’s of Customer Service.?
?Understanding Customer Service
Using a self-assessment of service skills, participants learn how to develop a positive attitude and examine five customer service approaches.

?Using Specific Voice And Speech Techniques
Through a vocal qualities checklist, they will look at their own voice quality, pace, articulation, assimilations, rate, and inflection. Review how posture affects the voice as well.

?Developing Effective Listening Skills For The Telephone
Listening is key to any customer service function, and most especially when on the telephone. Learn effective listening skills and how to make the customer feel heard.

?Beginning The Call
Explore how to develop rapport quickly and easily, how to ask appropriate questions, and how to give the caller options.

?Controlling The Conversation
Discover appropri... [Read More]

Certificate III in Customer Contact

Course Format: Public Course / Instructor-Led / Open Enrollment
School/Trainer: Charles Darwin University
Training Center(s)/Venue(s): Alice Springs, Darwin, Jabiru, Katherine, Nhulunbuy, Tennant Creek, Yulara, Australia
  V

The Certificate III in Customer Contact reflects the role of individuals who typically undertake complex customer interaction under supervision and with some authority to delegate. Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, handling customer complaints, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data.

Dealing with Irrational Customers and Escalating Complaints

Course Format: Online / Virtual Classroom / Webinar
School/Trainer: Skillsoft
Training Center(s)/Venue(s): Nashua, United States
  V

Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in place so that Customer Service Representatives know how and when to escalate such a call. This course describes how to properly support an irrational customer, handle emotional and rambling customers, and how and when to escalate customer complaints. This course helps to prepare learners to work in a customer support center or help desk environment.

Target Audience
Individuals who want to develop or refresh their customer service skills

Expected Duration (hours)
2.0

Lesson Objectives

Dealing with Irrational Customers and Escalating Complaints
identify the benefits of being able to deal effectively with "problem" customers
implement strategies for dealing with abusive customers in a given scenario
identify techniques for dealing with irate customers
implement an appropriate strategy to ... [Read More]

Customer Care for Public Sector Organisations

Course Format: On-Site / In-House / Private Tutoring
School/Trainer: Mouse Training
Training Center(s)/Venue(s): London, United Kingdom
  V

Overview

Ensure the right perception of customer care
Learn the key skills of questioning and how to apply them
Your staff will learn how to improve their ‘Active?listening skills and use them to ensure greater effectiveness
Staff will learn how to use Transaction Analysis to ensure a productive outcome.
Staff will learn how to handle difficult situations and problems
Staff will learn the errors/challenges of dealing with customers on the telephone within the IT. helpdesk environment and how to overcome them
Your staff will learn how to recognise different behaviours within their customers.
They will learn how to pace and match the customer’s style to achieve rapport and build relationships
Sometimes we have to say no and refuse or reject the customer’s request
Staff will learn how to say ‘No?without damaging the relationship


What Customers Want ?Managing their Expectations

Ensuring customers feel important and understood
Customer perceptions
Controlling the perception of the best service
Comm... [Read More]

Resolving conflict with the customer

Course Format: On-Site / In-House / Private Tutoring
School/Trainer: Centre for Strategy and Communication Ltd.
Training Center(s)/Venue(s): Longdon, United Kingdom
  V

Specially designed for staff whose job brings them into regular and direct contact with the general public, this London based conflict management course provides you with the tools and strategies to deal with unhappy customers positively, professionally and safely.

Course outline
Dealing with the public can at times be a challenging and stressful experience. By the end of this course, you will have learnt how to anticipate, resolve and learn from conflict situations involving the customer and will feel more confident in dealing with those difficult situations assertively and appropriately. The course will be a lively mix of tutor led discussion and practical work including opportunity to share best practice. In-company courses provide the ideal opportunity to help staff develop a consistency of understanding, skills and approach.

The course covers:

identifying the most common causes of customer conflict in your organisation
anticipating and preventing conflict
how to calm and contain an angry customer
preventing conflict from escalating
... [Read More]

Pages: 1 2 3 4


Find Complaint Handling training courses, certificates, diplomas and degrees in Countries:



Australia - Canada - India - Indonesia - Ireland - Malaysia - Pakistan - Philippines - Singapore - South Africa - United Arab Emirates - United Kingdom - United States



Tips:
If you can not find a training course suitable for you instantly, you can leave your training request here and let trainers contact you later.



Customer Service
Complaint Handling
- Online/E-learning -
Complaint Handling
Ask for Training
Add Courses