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Complaint Handling Skills

for Customer Service

UK phone number UK: +44 (0)20 7164 6959
US phone number USA: +1 (617) 431 3011
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Bites™ ...a Navanter brand

A hands-on course to handle complaints professionally

Equip your Customer Service agents to get the right outcome for you and your customer when things don't go to plan

In this comprehensive training programme, you'll delve into the art of effectively managing customer complaints. During the course, you'll explore the what it means to retain your composure when receiving complaints, learning how to empathetically listen to customers, address their concerns, and find solutions that exceed their expectations. Through interactive discussions and real-life case studies, you'll gain the skills and confidence needed to handle any complaint with professionalism, whilst retaining your composure under pressure.

You'll cover much more than managing customer complaints - you'll also develop personal resilience to navigate challenging interactions. Through interactive discussions and real-life case studies, you'll learn how to empathetically listen to customers, address their concerns, and find solutions that exceed their expectations. Gain the skills, confidence, and personal resilience needed to handle any complaint like an expert.

Understanding customer complaints
  • Why do customers complain?
  • Analysing the impact of complaints on business
  • Understanding the emotional aspect of complaints

Handling complaints
  • De-escalation techniques for difficult situations
  • Effective strategies for resolving customer complaints
  • Turning negative experiences into positive outcomes

Reducing tension
  • Active listening skills
  • Empathy-building techniques
  • Managing customer emotions during complaints

Building customer rapport
  • Establishing trust and credibility
  • Managing customer expectations
  • Communicating effectively with customers

Turning complaints into opportunities
  • Identifying root causes of complaints
  • Implementing preventive measures
  • Using feedback to improve products/services

Maintaining professionalism
  • Remaining calm under pressure
  • Setting realistic expectations
  • Handling unreasonable demands

Follow-up and resolution
  • Ensuring customer satisfaction post-resolution
  • Evaluating complaint resolution processes
  • Implementing continuous improvement strategies

Internal communication and support
  • Internal resources for effective complaint resolution
  • Working with others for customer satisfaction
  • Improving your complaint handling skills in future
Increased confidence
  • Understanding the importance of complaint handling
  • More credibility over the phone
  • A more professional "public face" for the organisation

Increased skills
  • The ability to handle difficult customers professionally
  • Knowledge of how complaints affects the business
  • Rapport-building skills with negative customers

Better resolution of problems
  • Ability to reduce tension in upset customers
  • Questioning skills to quickly identify problems
  • Knowledge of when to assist, and when to escalate

A more sales-focused customer service team
  • Customer service staff thinking like salespeople
  • Recognition of opportunities from complaints
  • Desire to turn frustration into delight

Any employees who have to deal with negative or frustrated customers as part of their role, and who need to turn complaints into opportunities.

As a sales-focused company, we understand the effort it takes to acquire a new client. Equally important is recognising how easily a hard-won client can be lost if their post-sale experience doesn't meet their expectations.

Drawing on this deep understanding of client expectations, we have the skills to help your customer service agents to recover from negative customer experiences to leave the customers feeling positive about the experience. Through a structured approach involving learning, discussion, and group exercises, we empower your customer service teams to consistently meet and exceed customer expectations.

Delivery method Client delivery
1-day face-to-face £1,500
Face-to-face bite-size (assuming 3 sessions scheduled for same day) £1,500
Virtual delivery - 2 sessions, 1 week apart £1,100
Virtual bite-size £600

Learn more about our delivery formats.

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