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Plain Words – the Documentation and Training People

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Training Course Outline – Complaint Handling Training Course

A happy customer may tell three people about their experience with you but an unhappy one could share their problems with up to ten. That’s the kind of word-of-mouth that you have to get right.

Dealing with complaints effectively can build a good relationship with your customers, save money by avoiding their escalation, and earn repeat business. But many people drift into the role without any specific complaint handling training.

Most companies receive and reply to complaints by telephone, email and letter, and increasingly these days, by social media. If it’s your job to respond to them, you can be your organisation’s most valuable ambassador. You need to stay motivated and to be confident that you are dealing with customers as effectively and positively as possible. Training in best practice and seeing what works will build that confidence: you can be sure you are using tried and tested techniques.

What you will learn on this complaint handling training course

By the end of the course, you will know how to:

What our customers say

“Was extremely beneficial to me and my job role. I hope to CLOSE all customer complaints in one shot from now on. Giulia was lovely and patient when listening to all of our questions and customer complaints.”

SB, Superdrug

“I found the course very enjoyable and informative. We were able to share experiences and the interactive nature of the course produced a great deal of interaction. Thank you very much.”

JG, Basingstoke & North Hampshire Foundation Trust

“I have taken so much from this training. I came to the training fairly confident in my writing skills and it has raised some development areas for me which were explained extremely well. I now have some really useful tools to ensure  my writing is sent grammatically correct with good tone. Thank you.”

KE, Ovo Energy

“It’s been very useful and informal with lots of opportunities to share ideas and ask questions – drawing on specific and current examples. Thank you very much for your time and trouble.”

SC, Institute for Learning

How we deliver the complaint handling training course

It is available as :

One day course

A one-day, interactive tutor-led workshop. Delegates practise effective complaint handling, learning the techniques through group discussion, exercises and working on sample complaints.

Self-study (online) package

Delivered online, containing eight modules with exercises, totalling just over two hours.

Course Contents

1. A few observations about complaints

2. Handling complaints by telephone and in person

Pre-Course Questionnaire

When you book we send you a questionnaire which we ask you to return to us before you attend the course. This enables our Trainers to assess your needs in advance.

3. Identifying the best response to complaints

4. Choosing the right words

5. Responding by email

6. Responding by letter

7. Dealing with social media complaints

8. Polishing your prose

Enquire Now!

You can enquire about a private course, call us on +44 (0)1235 60 30 22 or email .

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