Complaints Management: the value of complaints in-company
A two-day course just for your group. You choose the date and the place, and the trainer tailors the content to your practice beforehand.
NRTO quality markPreviously attended by staff from Mogelijk Vastgoedfinancieringen, Ename Uitvaartzorg, Odidio, Terberg Leasing and others.
- Tailored: matched to the level and goals of your team
- Trainers from the field, who do the work themselves
- At your premises, at ours or online, on a date that suits you
- In Dutch or English, in the language of your choice
Your trainer: Saar, Mieke, Rob or Christy A total of 1.446 evaluations, averaging 8,9. View the trainers
What the course covers
A complaint is more than a nuisance. It is a free tip from your customer. Those who handle complaints well win back trust and improve the product or service at the same time.
Read the full programme for Complaints Management: the value of complaints
How an in-company course works
- RequestYou tell us which course it concerns, how many people and roughly when. You receive a quotation with a fixed price for the group.
- AlignmentWe discuss what the group can already do and what should be different afterwards. The trainer adapts the examples and exercises accordingly.
- The courseOn the day and at the place you chose, with course materials for every participant.
- AfterwardsEvery participant receives a certificate of attendance.
Practical information
- Duration
- Two-day course
- Group
- Only your own people
- Location
- At your office, at one of our locations or online
- Date
- You choose
- Language
- Dutch or English
- Included
- Course materials and a certificate of attendance
- Price
- Fixed price per group, in a tailored quotation (scheduled course: EUR 1250,- excl. VAT per participant)
The trainers of this course
Ratings from participants after completing their course, across all courses by this trainer.
Saar
Trainer in team coaching and communication 9,0 from 458 evaluations
Mieke
Trainer in conversation techniques and train-the-trainer 8,8 from 386 evaluations
Rob
Trainer in communication and leadership 8,6 from 346 evaluations
Christy
trainer in communication and leadership 9,2 from 256 evaluationsWhat participants say about Complaints Management: the value of complaints
Complaints Management: the value of complaints course: average 8.8 from 8 reviews
“I found it a very pleasant course; for me it was partly a refresher, but I did notice that some knowledge and skills had faded. The course was engaging throughout. Definitely recommended.”
“The course was instructive (partly thanks to the trainer); I learned more than I had expected. There is more background to handling complaints than ‘just’ speaking to someone in a friendly manner.”
“The information given during the course is not only instructive but also certainly applicable in practice – real tools you can genuinely use. The substantive information given during the course was delivered well, not too long at a stretch but also not too short or too fast. The way the information was conveyed was clear and sufficient. This course gives anyone who deals with customer or complaint contact extremely good tips & tricks.”
"An excellent course for discovering where your own sticking points lie. You are given 'tools' that you can use in practice. Of course, the success of this course will depend on what you are able to do yourself and will actually put to use."
“Charlie was very good and professional. I would certainly recommend her to other companies interested in a course on complaints training/handling. She was enthusiastic but also serious and involved us a great deal. Definitely recommended!!”
“It is a good course for discovering how you come across to others.”
Frequently asked questions about Complaints Management: the value of complaints in-company
Where does the in-company Complaints Management: the value of complaints course take place?
Wherever suits you: at your office, at one of our training locations or online. You also choose the date.
Can the content be tailored to our organisation?
Yes. Before the course we discuss with you what the group can already do, where things go wrong in practice and what should be different afterwards. The trainer uses examples and exercises from your own work.
How large can the group be?
That depends on the course. For a skills course we prefer to work with a small group, so that everyone can really practise. If more people are involved, we schedule several groups or set up a fixed programme.
What does Complaints Management: the value of complaints in-company cost?
You get a fixed price for the whole group, in a tailored quote. For a group this works out cheaper than booking everyone individually. For comparison: a place on the scheduled course costs EUR 1250,- excl. VAT per participant.
Can the course be delivered in English?
Yes. For in-company courses we deliver the training in the language of your choice, Dutch or English. Mention it in your request.
Do participants receive a certificate?
Yes, every participant receives a certificate of attendance afterwards.
How do I request a quote?
Via the quote form: state the course, the number of participants and roughly where and when you would like it. An adviser will then contact you.
What will you learn in the Complaints Management course?
You learn how to handle customer complaints professionally and turn them into an opportunity. We cover listening and questioning techniques, dealing with different types of complainants, responding to unjustified complaints and devising win-win solutions. You also learn how to set up a sound complaints handling policy within your organisation.
Who is this complaints management course intended for?
The course is suitable for anyone who deals with complaints in their work. Think of customer service or helpdesk staff, sales people, account managers and complaints line staff. Managers who want to improve complaints handling within their team are also very welcome.
Do I need any prior knowledge for the course?
No, no specific prior knowledge is required. It is useful, however, to have work experience in a role involving customer contact, so that you can bring your own practical examples into the course.
Do I receive a certificate on completion?
Yes, on completing the course you receive a Learnit certificate of attendance. This certificate shows that you have followed the Complaints Management course.
How large is the group during the course?
We work with a maximum group size of eight participants. This leaves ample room to bring in your own cases, to practise in role plays and to receive personal feedback from the trainer.
Can I also take the course in-company?
Yes, this course is also available as an in-company programme. In that case we tailor the content to the situation within your organisation and use examples from your own practice. Get in touch to discuss the options and receive a tailored quotation.
Why is good complaints handling important?
A well-handled complaint strengthens your customer's trust and gives you valuable information for improving your product or service. A satisfied customer also stays with you longer, and retaining a customer costs less than winning a new one. Complaints are therefore essentially free advice.
How do you deal with an aggressive or emotional complainant?
Start by listening without immediately becoming defensive. Acknowledge the emotion, summarise what you hear and ask calm questions to get to the heart of the matter. Only once the emotion subsides can you work towards solutions. During the course you practise these conversations in a safe setting, so that you are no longer caught off guard in practice.
Complaints Management: the value of complaints for your team?
Request a quote without obligation and an adviser will be in touch shortly. Just one or two colleagues? Complaints Management: the value of complaints is scheduled 8 times in the coming year, in Amsterdam, Utrecht, Rotterdam, The Hague, Groningen and Zwolle.