Turning Complaints into Compliments

 Delivered online via Microsoft Teams

To learn more about our in-house option, please contact us for details: [email protected] 

How can we ensure the best possible outcomes from complaints we receive?

Bill Gates said, “Your most unhappy customers are your greatest source of learning”

Even in local government, without our customers we don’t have jobs and there are so many benefits form handling complaints in a way which adds value to our customers/service users/residents and stakeholders.

This course will focus on supporting individuals to handle negative feedback or complaints and turn these into positive outcomes.

Delivered across two half days, the course will cover active listening, effective communication, conflict resolution to how to respond to complaints with empathy and professionalism. You will have the opportunity to craft responses to complaints, which create magic moments for customers, defuse tension and provide you with the opportunity to get to the root cause of complaints. There will also be an opportunity for learners to consider how we can prevent complaints in the future by looking at strategies to manage expectations, provide clear instructions and create an overall positive customer experience.

Who Will Benefit?

Anyone who deals with complaints, complaints teams and frontline customer service operatives.

Duration 

This course is offered as a full day or as two half days.

Full Day: 10.00 – 16.00

Morning sessions: 9:00 – 12:00

Afternoon Sessions: 13:00 – 16:00

Programme (pdf)

APSE Trainers

How do I access it?

This course will be delivered online via Microsoft Teams. To access it, you will need a WiFi connection or mobile data hotspot. Downloading Microsoft Teams to your laptop, desktop or smart device will give a better performance and greater functionality throughout the day.  This highly interactive training includes a mixture of presentations, video conferencing, group work, games, quizzes and video.