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Sales & Customer Experience Training

Sales & Customer Experience

Complaint Handling - Regulated

Duration
2 day

It can be tailored to face to face or telephone contact and will be built around your company specific procedures, whilst also reviewing the FSA underlying principles.

Course Objectives

This programme (face to face and e learning elements) will help delegates handle complaints in a compliant and customer focused way which in turn will ensure they treat all of your customers fairly.

Before attending the face to face workshop, delegates will complete an e learning/workbook programme to ensure they are familiar with company procedures and FSA requirements when handling complaints.

By the end of the face to face workshop delegates will be able to resolve complaints consistently and effectively to your company standards, whilst also ensuring they adapt their communication style to the customer to ensure they are treated fairly whilst also receiving first class service. This will be demonstrated in group discussion.


Course Agenda

  • Background to Treating Customer’s Fairly, linking into company cultural messages where
  • applicable
  • Review of company audit procedures for complaint handling
  • Review of basic communication skills
  • Enhanced communication skills
  • Group exercise to work through a number of company specific, real complaints, and
  • discuss the model answers
  • Course review and close

A three day version of this programme is also available for supervisors. The content mirrors that above, however day three then and includes key principles of coaching and further exploration of company specific audit procedures.


  • Course Dates & Locations

Can't find a course date and location good for you? Let us know!

  • In-house Training

Run this course in house and tailored to your requirements.

Call +44 (0) 500 734 734 or enquire online.

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