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Effective Complaint Handling - One Day Course

Hamilton Mercer

Summary

Price
Save 16%
£295 inc VAT (was £354)
Offer ends 07 November 2024
Study method
Online + live classes
Duration
1 day · Full-time
Qualification
No formal qualification
CPD
6 CPD hours / points
CPD What's this?
Certificates
  • CPD Certification - Free

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Overview

Rushing to ‘close complaints down’, hiding behind a complaints procedure’ and seeing complaints as an ‘inconvenience’ are guaranteed ways to infuriate customers.

Hamilton Mercer’s Service Methodologies™ empower people to own complaints, adapt communication styles accordingly, and identify mutually beneficial outcomes.

CPD

6 CPD hours / points
Accredited by The CPD Standards Office

Description

By attending this Effective Complaint Handling course you will learn the following skills:

  • Handle complaints across all communication channels with confidence and professionalism.
  • Defuse emotionally charged people and regain the complainant’s trust.
  • Quickly establish the root cause (drivers) of complaints and the desired outcomes of complainants.
  • Conduct ‘fair’ investigations, present sustainable solutions, and manage complainant expectations.
  • Share valuable insights with internal departments to reduce the likelihood of future complaints.

This will then in return result in the following:

  • Business growth through increased customer retention and recommendations.
  • Fewer unnecessary escalations to managers (and external regulators).
  • Better reporting / categorisation of complaints.
  • Fewer future complaints due to proactive product / service improvements.
  • Uplifted staff confidence, efficiency, satisfaction and morale.

Questions and answers

Certificates

CPD Certification

Digital certificate - Included

This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

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Legal information

This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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