Complaint Handling Skills

for Customer Service

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.

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.