EFFECTIVE COMPLAINT
HANDLING
OVERVIEW
Duration: One-Day, Half-Day or Part of Bespoke Programme.
CPD points for qualifying professionals.
Every complaint is an opportunity to rebuild trust, strengthen reputation and create loyal advocates. This practical and engaging course empowers participants with the skills and mindset to turn difficult interactions into positive outcomes.
Through interactive discussions and realistic scenarios, participants will learn how to identify the root causes of complaints, actively listen to customer concerns and respond with empathy and professionalism. They’ll develop a structured, fair and timely approach to resolving issues while maintaining control in challenging situations.
By the end of the course, participants will not only feel confident handling complaints but will also recognise them as valuable insights for improvement and lasting customer satisfaction
AVAILABLE:
LEARNING OBJECTIVES
By the end of this course, delegates will be able to:
1. Explain the importance of effective complaint handling for trust, reputation, and customer loyalty.
2. Identify common causes of complaints and recognise underlying customer needs.
3. Demonstrate active listening and questioning skills to fully understand the issue.
4. Use empathy and positive language to defuse tension and build rapport.
5. Apply a structured approach to resolving complaints fairly and promptly.
6. Manage challenging behaviour while maintaining professionalism and control.
7. Turn complaints into opportunities for improvement and recovery.
ORGANISATIONAL BENEFITS
Performance outcomes include::
1. Strengthened customer trust and loyalty through consistent, professional complaint resolution.
2. Enhanced reputation and public confidence by demonstrating accountability and care.
3. Reduced escalation of complaints, saving time, cost, and management resources.
4. Improved service quality through identification of recurring issues and systemic weaknesses.
5. Increased staff confidence and morale in handling difficult situations effectively.
6. More consistent standards of communication and customer service across teams.
7. Valuable feedback loop that drives continuous improvement and organisational learning.
8. Greater customer retention and positive word-of-mouth through effective recovery after service failures.
WHO SHOULD ATTEND
This course is ideal for anyone who interacts with customers, clients or service users. It is particularly beneficial for customer service representatives, team leaders, managers, and professionals responsible for handling feedback, resolving complaints or maintaining service quality.
Suitable for all sectors, it equips participants with the confidence and tools to manage challenging situations with professionalism and empathy.
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