TC105: Effective Complaints Handling

The property business is a people business, and good business means you will deal with a range of people. Inevitably some of those people will be dissatisfied and will make complaints.

Dealing with complaints effectively is a key business skill that often gets overlooked. If complaints are poorly handled, complainants become more disgruntled – taking up valuable time and resources of organisation’s. An effective complaints process aims to deal with complaints quickly and efficiently, identifying root causes and taking effective action to win back the confidence of the complainant.

The aim of this course is to help you and your team understand how best to deal with complaints to repair the relationship between your organisation and the complainant, so that great customer relations can be built and maintained.

Content 

What the course covers:

• The importance and value of complaints
• Complaint trends
• Approaching complaints objectively
• The role of empathy
• Managing stress
• Conducting investigations
• Reporting back to complainants
• Features of a good complaints handling process
• Lessons learnt

Audience – who should attend

The course is suitable for anyone who has a role in responding to, managing or overseeing complaints.

Level

Intermediate

Refresher