Learnit Training
Complaints Management Course: the value of complaints
  • Get behind the core of a complaint, by putting in question and listening techniques
  • Practice actively with the efficient and constructive conversations with customers
  • Learn how you can draw on different types of "complainants"
  • Get tools to establish an efficient klachtafhandelings policy
  • Practical training

Customer complaints are often associated with ' awkward hassles ' while it goes hand in hand with product improvement. However, you can gain a lot of benefits by critically listening to what your customer has to say. In our two-day training you will actively work on various practical examples, so that you can experience how to conduct positive and solution-oriented conversations with clients in a complaint.

Yes, I want to know more

"An excellent training to discover where the bottlenecks are with yourself. You get "tools" that you can use in practice. Of course, the success of this training will depend on what you can and will start using. "-Rating: 8.6

learnit Complaints management: The value of complaints

Complaints Management Course: the value of complaints

Customer complaints are often associated with ' awkward hassles ' while it goes hand in hand with product improvement. By a good complaint handling you win the trust of the customer and your organization gets a better reputation. In addition, maintaining a customer is a lot cheaper than recruiting a new one. So you can gain a lot of benefits by critically listening to what your customer has to say.

In the Complaint Management training course: the value of complaints you will work with various practical examples and you will learn how to deal with various 'complainants' (ranging from 'aggressive' to 'emotional'). You will also learn how to respond to an unjustified complaint, without insulting the customer. The training offers you various tools to have an efficient and constructive conversation with your customer. In addition, there is plenty of attention for dealing with the complaint in the long term by drawing up an efficient complaints handling policy.

Topics

  • Type of complaints
  • Listening techniques
  • Question Techniques
  • Dealing with unreasonable
  • Communication: Giving explanations and making appointments
  • Indicate borders
  • Setting up Klachtafhandelings Policy
  • Dealing with emotion and dissatisfaction of a customer
  • Recognizing errors
  • Find win-win solutions
  • Positive closing of the call

Results

  • You know behind the core of a complaint, because you know how to use questions and listening techniques;
  • You can make efficient and constructive conversations with customers;
  • You know how to draw up a number of "complainants" and
  • You have tools in your house to establish an efficient klachtafhandelings policy.

Target

This training is ideally suited for participants who are dealing with complaints, such as Helpdesk staff, sellers, employees of a complaints line and executives who want to get more grip on the complaint handling within their organisation.

Method

  • Customised work is central to us: by means of an intake interview the trainer will enumerate your personal learning goals. On this basis, the final programme of the training is determined.
  • We find a safe training atmosphere important because you have to feel comfortable when experimenting with new knowledge and skills.
  • We strongly believe in doing and experiencing, rather than telling about the content of training, which makes all our trainings active in nature.
  • In order to guarantee the quality of the training, we apply a maximum group size of eight participants for the training, so that we can guarantee the learning effect and efficiency.

Language

The training is provided by default in Dutch. The trainer controls the English language. English course material can be used. When registering at least 3 participants, the training can also be provided entirely in English.

Investment

Mentioned prices are per person, including course material. Lunch is included in the training on location.

On location Online
Duration 2 days 4 sessions of three hours
Price per day, excl. VAT € 475,- € 390,-
Total, incl. VAT € 1149,50 € 943,80

Certificate

After completing the training, a LEARNIT certificate will be issued as proof of participation.


References

The Complaints Management course: the value of complaints has been assessed with an average of 8.4.

"It was a very nice workout for me. I learned a lot!" - Rating: 8.0

P. Hesseling, L. ten Cate - Complaints management: the value of complaints

"It's a good training to find out for yourself how you come across to others." - Assessment: 8.2

R. Old Kotte, L. ten Cate - Complaints management: the value of complaints

"An excellent training to discover where the bottlenecks are in yourself. You get "tools" that you can use in practice. Of course, the success of this training will depend on what you can and will use yourself". - Rating: 8.6

P. Kemp, Terberg Leasing - Complaints management: the value of complaints

"Practically oriented and very applicable in practice. Nice combination of theory + practice."

- Complaint management: the value of complaints

"Tailor-made training! From the intake the training is adapted to our (my) wishes. The training fits in well with practice."

- Complaint management: the value of complaints

"Charlie was very good and professional. I would definitely recommend her to other companies interested in a complaints training/handling course. She was enthusiastic but also serious and involved us very much. Highly recommended!" - Rating: 8.5

Femke Eijzinga, Fort Resort Beemster - Complaints management: the value of complaints

"A training that's very useful and I would certainly recommend it to anyone who deals with complaints." - Rating: 8.0

Petra van Gelder, Croonwolterendros - Complaints management: the value of complaints