Complaint Handling Training 【Tailored response for every situation】

Complaint Handling Training Overview

Our Complaint Handling Training programs are designed to equip participants with the fundamental skills essential for managing complaints effectively in the workplace. It provides an in-depth understanding of approaches to handling complaints and the mindset required to address them.

The training offers a variety of curricula, including an introductory course focused on the basics, specialized modules for different reception methods such as telephone or in-person interactions, and an advanced course on handling difficult complaints by identifying their types and determining appropriate responses.

Importance of complaint handling

Complaint handling is a critical skill required in the customer service departments of many organizations. Effectively addressing complaints to minimize their impact and uncovering value from complaints are now essential competencies in modern customer service roles.

Characteristics of complainers

Complaint troubles occur when there is a lack of either the "mindset" or "skills" needed to handle customer interactions effectively.
Both rigid, rule-based responses and accepting 100% of customer feedback without question are often incorrect approaches. It is important to handle complaints properly by addressing both the mindset and skills required.

Key points for handling complaints

Listen to the customer's voice

A complaint should be viewed not as a crisis, but as an opportunity to improve overall service. Customers who take the time to voice their concerns are undoubtedly interested in the company or service.

The first step in handling any complaints is developing the ability to listen actively.

Respond quickly

Customer expectations for speed, especially regarding complaints, continue to rise year after year. Timely responses significantly impact the outcome of the situation.

Listening attentively on the spot and quickly providing a solution that satisfies the customer is key to improving customer satisfaction.

Take responsibility and address the issue

One reason customers get upset is when staff members avoid responsibility, often due to a fear of being reprimanded or not wanting to bear responsibility. This can lead to a stance where the person feels they are not the one in charge of the issue.

It is important to adopt the mindset that you are a representative of the company, and the customer’s trust is placed in you. Listening carefully to the customer’s concerns is the first step in resolving the issue.

Create a handbook frequently asked questions and common complaints

Customer questions and complaints are often similar across companies and services. Therefore, it is important to create a response guide that ensures everyone can provide consistent and appropriate responses.

Features of Complaint Handling Training

Reskill's complaint handling training offers several distinctive features:

Step-by-Step mastery of fundamental procedures:

Even if employees are experienced in complaint handling, when a real complaint arises, they may struggle to know how to respond. Reskill’s Complaint Handling Training breaks down the basic steps for addressing complaints in a clear, step-by-step manner, enabling employees to handle complaints confidently and effectively.

Handling unusual and malicious complaints:

Some complaints may involve unreasonable demands, such as excessive apologies or personal attacks, requiring a more challenging approach. It is important to know how to deal with these difficult situations in order to protect employees and company's assets. Reskill’s training includes programs on how to manage hard complaints effectively.

Customized training programs:

Reskill offers comprehensive training on various types of complaints, from basic complaint handling to more specific scenarios like in-person or phone-based complaints. Employees can systematically learn how to respond based on the situation at hand.