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The first three chapters online, with a knowledge check after each chapter. Plus a PDF with a worksheet and cheat sheet.
You can read the lessons straight away. For the PDF, you leave your details.
Start with lesson 1Prefer to have a trainer there with you?
The two-day Complaints Management: the Value of Complaints course. You practise your own complaint conversations with a trainer present and agree what your department is going to do with the reports.
€1250,- excl. VAT
View the Complaints Management: the value of complaints course All Customer Focus courses →A customer who complains is a customer who still wants something from you. That sounds odd when you have just had an angry voice on the phone or are reading an email that starts in capital letters. Yet it is the starting point of this course: anyone who takes the trouble to complain is giving you information and a second chance. Most dissatisfied customers do not do that. They leave without saying anything, and you only hear that something was wrong once they have already gone.
This free online course is the starter for our full Complaints Management. In three chapters you learn to tell the four types of complaint apart and why emotion comes before content, you work through the complaint conversation step by step from the first report to internal feedback, and you see how to move from individual cases to an approach that removes the cause. Each chapter ends with a short knowledge check, so you notice straight away whether it is sticking.
The full course goes on to cover customer-focused behaviour, the communication model, your personal presentation, asking questions, active listening, summarising, telephone contact, the four A model, objections and unjustified complaints, delivering bad news, receiving criticism with the four G's, the RET method and setting up a complaints procedure. Would you like to practise those elements with an experienced trainer present, and with your own complaints on the table? Then take a look at the Complaints Management course.
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IntroductionHow this free course is structured and what you will learn in the three chapters.
1.-
The complaining customerThe four types of complaint, why emotion comes before content and what lies beneath the complaint that is voiced.
2.-
The complaint conversation step by stepThe eight-step plan from report to feedback, acknowledging mistakes and a solution that covers both sides.
3.-
From incidental to proactiveComplaints as a source of information: recording them by cause, grouping patterns, appointing an owner and measuring again afterwards.
4.-
Customer-focused behaviourThe organisation's calling card, customer focus in behavioural terms and what a lost customer costs.
5.-
The communication modelSender and receiver, the three channels, noise in customer contact and the other person's frame of experience.
6.-
Personal presentationPosture, voice and distance, the negative trigger words that derail a conversation and provoke the customer.
7.-
Asking questionsOpen questions, the order of the questioning funnel and the questioning errors that put the answer into the question itself.
8.-
Active listeningActive versus passive listening, the signals you use to show you are listening and your own barriers to listening.
9.-
SummarisingThe building blocks of a summary, linking words for rephrasing and what you use a summary for.
10.-
Telephone etiquetteOpening the conversation, putting someone on hold, transferring calls and closing properly on the telephone.
11.-
The four A modelStart, analysis, answer and closing as the fixed backbone under every customer conversation.
12.-
Dealing with objectionsObjection versus complaint, the apparent objection, the unjustified complaint and setting boundaries without breaking the relationship.
13.-
The bad news conversationThe structure of a bad-news conversation, absorbing the reaction and then working towards a solution.
14.-
The four G's when receiving criticismReceiving criticism without becoming defensive, and giving criticism yourself in terms of behaviour, feeling, consequence and what you want instead.
15.-
RET, rational emotive trainingThe ABC model, the irrational thoughts that make a complaint conversation difficult and how to challenge them.
16.-
The complaints procedureBuilding blocks of the procedure, complaint registration, your team's complaints policy and your personal action plan.
That is the difference with a pdf: there is someone standing in front of the class who answers your questions and thinks along with your own situation.
Saar
Trainer in team coaching and communication
9,0 from 459 evaluations
Mieke
Trainer in conversation techniques and train-the-trainer
8,8 from 386 evaluations
Rob
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8,6 from 346 evaluations
Christy
trainer in communication and leadership
9,2 from 256 evaluations
I found the 'Interview Techniques' course to be good. Nothing to fault. It was also good that Job called beforehand for a short preliminary discussion. You don't see that very often. A very worthwhile course. It also had a strong element of repetition. Plenty of variety, including between theory and practice. Learned a lot, and applied it straight away during the course. And I think these learnings will also help me further when conducting interviews.
Tjeerd J
We took the Outlook, Teams and OneNote course with Roy Nieuwenhuijzen. Good content, and a few days before the course he got in touch with me (coordinator of the course, head of the secretariat). Pleasant that you can fill in the day itself as needed. The booklet for reference is rather dated, but apparently there is little up-to-date material to be found.
Inge Brouwers
In May 2024 I took the WordPress course. As an IT enthusiast with broad but not necessarily deep knowledge, I wanted to know more about WordPress. How do you install everything and how do you start building a website. This course is extremely well suited to that. From the outset you learn in 3 days how to start a website and what to look out for. I now have a solid basis for getting to work with WordPress and I know my way around the various options. The course is recommended for anyone who wants to learn in three days what WordPress can do and how to apply it.
Igno Freriksen
Your own motivation and commitment are essential if you want to master something new. You can get a long way with self-study. Learnit wants to contribute to this by offering valuable content such as free webinars and courses. This way you can get acquainted with new fields of learning. Once you have made a start, you may discover that there are also many advantages to taking a course at Learnit under the guidance of an experienced trainer.
In short, you achieve much more in less time.
The free courses are suitable for home study, as you can download them online as a PDF. The range of free courses consists of IT and Communication & Management courses. Would you like to learn more about these subjects, or is the subject you want to learn about not included? Then take a look at our courses.
In this course you will learn to deal with other people's difficult behaviour in a professional way. You will gain insight into your own communication style, recognise pitfalls and discover how to stay in control of unpleasant situations without losing your job satisfaction or productivity.
In this course on customer-focused working and customer satisfaction, you learn how to truly understand customers, translate their needs into suitable solutions and maintain pleasant contact even in difficult situations.
You learn to deal with customers on the telephone in a professional and customer-focused way. From answering the call to hanging up, you work consciously on your voice, listening technique and complaint handling.
Learnit offers more than 300 IT and Communication & Management training courses. The courses are given as one-day or multi-day courses, and almost all of them can also be given as a workshop. In addition, Learnit offers courses as e-learning and as a combination of e-learning and classroom lessons.
Learnit has many locations throughout the country, so there is a good chance that a course is also given near you! A course can also be given in-company, in which case it takes place at your own company or organisation.
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