Description

Customer Care staff generally spend their time handling consumer complaints and giving brand advice often relating to consumer issues, both genuine and sometimes fraudulent or unfounded. These staff are often the first point of contact to protect and reinforce brand values and sometimes they are the first line of defence.

Leatherhead’s Complaints and Crisis Management training course has been designed to help companies build on their established procedures to deal with complaints and crises. Delegates will be taken through some of the signs that point to ‘fraudulent’ and ‘habitual’ complaints, learn how the role of Customer Care links with the in-house Crisis Management Team, as well as have an opportunity to share best practice. This will enable them to confidently join a Crisis Management Team as new members or deputies with a detailed overview of crisis management and their likely role in a crisis. Participants will also have a clear understanding of the difference between real and fraudulent complaints, how to identify them and strategies for resolution.

Day 1 will focus on the customer complaint scenario, telephone complaints and written responses especially the use of positive words. The course will help delegates to ensure that a consumer complaint does not escalate into a crisis and appreciate that a crisis can vary in scale from an inconvenience to product withdrawal or product recall. Sometimes a crisis can threaten public safety and the very existence of your brand or company, and on Day 2 the key elements of good crisis management will be examined. These include traceability, risk and incident assessment, working with the enforcement authorities and retailers and the media perception.

Workshop sessions and simulations will help delegates to improve their methods of handling complaints effectively. They will gain confidence in ‘asking the right questions’ of complainants, conducting internal investigations, and identifying ‘root cause’, as well as implementing corrective actions with technical colleagues and closure techniques.

Programme

Click on the tab in the blue bar above or follow the link to the Complaints and Crisis Management programme.

Who should attend?

Staff who deal with consumers/retailers or business-to-business suppliers, including customer service managers, technical managers and operations managers who may be new to their new responsibilities. New members of a Crisis Management Team, those identified as Deputies that need an understanding and training in this important new role.

From this course you will

• Learn a structured approach to complaints management
• Use strategies to identify the real from the fraudulent complaints
• Gain an understanding of crisis management, the role and responsibilities of the Enforcement Authorities and the legal framework
• Understanding retailer and customer expectations
• Gain an insight into the roles and responsibilities of crisis management teams and the value that the Customer care Team should have in Crisis or Incident management.