How Often Should Your Staff Do Complaints Handling Training?

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Handling complaints well is important in every industry. This post provides a clear explanation of the question: How often should staff undergo complaints handling training? Staff should receive complaints handling training at least once a year.

But how often should staff do complaints handling training to stay effective?

Extra sessions are advised after any major regulatory changes or if there are new trends in complaints. New staff should be trained during onboarding, and refresher courses should be held to keep everyone updated on the best ways to handle complaints, in line with current laws and practices.

Whether in healthcare, retail, or hospitality, the ability to deal with complaints professionally can boost customer happiness and business success.

Why Ongoing Training Matters

Complaints handling isn’t something you learn once and then forget.

Frequent complaint handling training is needed because:

• Keeps Standards High: Ongoing training ensures staff maintain excellent customer service.
• Keeps Up with Changes: Frequent training helps staff stay updated with new rules and customer needs.
• Improves Skills: It gives staff chances to sharpen communication and problem-solving skills.

Recommended Training Frequency

The best training schedule depends on staff turnover, industry changes, and how often they deal with customers.

Here are some general tips:

• Annual Refresher: Staff should have a yearly refresher to review key points, learn new practices, and stay in line with industry standards.
• Onboarding for New Staff: New staff should receive full complaints handling training during onboarding, so they understand the company’s procedures from the start.
• After Big Changes: If there are big changes in company policies, industry rules, or a rise in complaints, extra training should be arranged to help staff adapt.
• As Needed: Some companies may need extra training if there are specific issues or trends, like recurring complaints.

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Benefits of Frequent Complaint Handling Training

Regular complaint handling training offers many benefits:

• Better Customer Satisfaction: Handling complaints well improves customer satisfaction and can turn bad experiences into good ones.
• Less Conflict: Proper training helps staff manage and calm down conflicts, reducing unresolved issues.
• More Confident Employees: Well-trained staff feel more confident, leading to less stress and higher job satisfaction.

Conclusion

Complaints handling training should be a key part of staff development.

Regular refreshers, proper onboarding, and extra training when needed ensure staff are always ready to handle complaints and provide great customer service.

Prioritising training improves customer satisfaction, maintains high standards, and creates a better workplace. We hope this gives you a clear answer to the frequency for staff complaints handling training.