Handling Customer Complaints Course 

Handling Customer Complaints

Handling customer complaints can be a very stressful experience. In today's business environment, Customer expectations are extremely high. Their demands for quality, speed, delivery and cost control have increased, and they complain more than ever when their expectations are not met. If a customer feels that their complaint is not being dealt with professionally and effectively, they will take their custom elsewhere.  We don't want that.

Gain confidence in dealing with complaints...

This course gives you a step-by-step process that works well for dealing with customer complaints.  It will help you to stay calm under pressure, not to over react, and to remain professional when managing issues.


Handling Customer Complaints

Handling Customer Complaints

  • Why customers complain and the damage complaints can do to your organisation
  • Making sure the complaint does not escalate
  • Accepting customer feedback

A step-by-step process for dealing with complaints

  • Identifying processes to deal with the most common objections
  • Active listening - gathering the information
  • Showing empathy & building rapport
  • Appropriate apologies
  • Let the customer know what can/will be done about their complaint
  • Offering suitable solutions & negotiation

Tips for Handling Different Types of Customers

  • Face to Face Complaints
  • Verbal (telephone) complaints
  • Written complaints

Customer Feedback & Social Media

  • Monitoring & using Social Media for Customer Care purposes

Remaining Calm & Not Over-reacting

  • Managing difficult & rude behaviour
  • The power of behaviour
  • Staying calm under pressure
  • Defusing a difficult situation
  • Maintaining personal integrity and managing your emotions

Generating Customer Loyalty

  • Ensuring the customer feels listened to
  • Sounding confident, caring & helpful
  • Gaining the customer's respect
  • Assertive behaviour
  • Taking responsibility for the successful outcome
  • Re-building the customer relationship


This is a full-day course, and is limited to a maximum of 8 delegates. 

This course is designed to facilitate some open discussion and group work, however, it will NOT involve delegate role-play.


Get in touch...


Drop me a line:

Let's chat:
     07989 473893.

3 Bury Lane,
Stanton, Suffolk
IP31 2DF
United Kingdom