Course curriculum

  • 1

    Anatomy of a Complaint

    • Introduction

    • Complaint Psychology and Reframing

    • What is a Complaint?

    • Who Makes Complaints and Why?

    • When Are Complaints More or Less Likely?

    • How to Receive Complaints

    • Complaints Management

    • The Benefits of Effective Complaints Management

    • The Economics of Complaints

    • Complaint Management Process (CMP)
  • 2

    Controlling Complaints

    • Introduction

    • Collecting Complaints

    • Preventing Escalation and Accepting Feedback

    • Developing the Right Attitude

    • Re-Building the Customer Relationship

    • First Point of Contact

    • External Resolutions

    • Effective Communication

    • Active Listening

    • Using the Telephone

    • Information and Understanding
  • 3

    Psychological Considerations

    • Introduction

    • Emotional Needs

    • Building Rapport

    • Make it Personal

    • Emotions, Empathy and Understanding

    • Remaining Calm

    • Emotions and Mental Processing

    • The Nervous System

    • Breathing and Heart Rate
  • 4

    Recognising Severity

    • Introduction

    • Defusing a Difficult Situation

    • Empathy without Agreement

    • Gaining Respect

    • Energy Exchange

    • Identifying Options

    • Responsibility, Accountability and Delivery

    • Creating Satisfaction from Dissatisfaction
  • 5

    Complaints Process and Analytics

    • Introduction

    • Benefiting from Complaints

    • Consumer Complaints Management (CCM)

    • Policies, Processes and Procedures

    • Technology

    • Analysis and Reporting

    • Customer Focused Organisations

    • The Future of Customer Service

    • Personal Development

    • Take a Recap Test