Management & Soft Skills
Customer Service and Complaint Handling
A programme for service, reception and technical support staff in government bodies and companies: service standards, communicating with beneficiaries in person, by telephone and in writing, handling difficult situations and complaints and documenting them, and measuring beneficiary satisfaction.
Overview
About the programme
Duration
2 days
Training hours
10 hours
Delivery
Training hall · Virtual · At your premises
Language
Arabic or English
Objectives
Training outcomes
- Understand the expectations of internal and external beneficiaries and the standards of service.
- Communicate with beneficiaries in person, by telephone and in writing, in clear and professional language.
- Handle angry beneficiaries and difficult situations with defined steps.
- Receive, record, follow up and close complaints according to the approved procedure.
- Measure beneficiary satisfaction and analyse complaints to improve the service.
Content
What the programme covers
Day 1: service standards and communication
- Internal and external beneficiaries and their expectations; the beneficiary journey and touchpoints.
- Service standards: response time, accuracy of information, clarity and follow-up.
- Communicating in person, by telephone and in writing: greeting, listening, questioning and closing.
- Committing only to what can be delivered, and referring requests correctly to the responsible party.
Day 2: complaints, difficult situations and measuring satisfaction
- The angry beneficiary: listening, acknowledging the problem, resolving and following up.
- Complaint management: receipt, recording, classification, escalation, response and closure.
- Measuring beneficiary satisfaction: short surveys, the Net Promoter Score and analysing the causes of recurring complaints.
- Role plays of service situations, followed by the assessment.
Who it is for
Target audience
Reception, customer and beneficiary service staff, technical support and contact centre staff, and service supervisors in government bodies and technical companies.
Method
Delivery method
Short lectures, role plays of realistic service situations, and exercises on recording and analysing complaints. The exercises can be built on the organisation’s procedures and complaint forms.
Questions
FAQ
Does the programme suit technical support staff?
Yes. The exercises include technical support requests and telephone and written reports, as well as serving visitors in person.
Can the programme be adapted to our complaints procedure?
Yes. If the organisation sends the centre its complaints procedure and forms before the programme, the recording, escalation and closure exercises are built on them.
A programme tailored to your organisation
The duration and topics of the programme are adjusted to the organisation's needs, and it is delivered at its site, in a training hall arranged by the Center, or virtually.