Customer Complaints Handling Training Course

Do you want to know how to deal with customer complaints effectively and have strategies to proactively reduce them from happening in the first place?

Our Customer Complaints Handling Training Course will show you how to manage customer complaints effectively, as well as ideas to proactively reduce the amount of complaints that you receive. The course looks at how to handle customer complaints so that the relationship with the customer stays intact. Knowing what drives complaints in the first place is a great way to reduce the overall amount of complaints a business will get.

This Customer Complaints Handling training course is delivered as a scheduled open online training course or in-house just for your business. We deliver the course as a face to face course and a live virtual online course.

Customer Complaints Handling Training Course
Interactive Sessions
We'll show you how to put the skills from your customer complaints course into practice
Practical Tools

Gain tools and strategies to deal with and reduce complaints in your organisation
Always Engaging

Our training courses have been designed to be interactive and engaging, no matter how you attend

Customer Complaints Handling Course Details

Course Overview
Who Should Attend?
What You Get
Delivery Options

Course Aims

This Customer Complaints Handling Training Course aims to help businesses increase customer loyalty and retention by providing the skills and knowledge needed to deal with customer complaints effectively.

Course Objectives

By attending this Customer Complaints Handling Training Course you will:

  • Understand what a complaint is and why people complain
  • Know what drives complaints in your organisation
  • Understand the skills and approaches needed to deal with customer complaints
  • Be more pro-active in identifying and fixing the things that cause complaints
  • Have a process to follow when dealing with a dissatisfied customer
Customer Complaints Handling Tip
Each customer situation is unique. Never assume you have heard it all before

Course Content

Here's what we cover in our Customer Complaints Handling Training Course:

Why People Complain

  • What drives someone to complain to a business
  • Feelings and emotions demonstrated during a complaint
  • Common reasons for complaints in the business
  • The impact of not dealing with complaints effectively

Complaint Handling Skills

  • The skills needed to handle customer complaints effectively (i.e. Empathy, Questioning, Assertiveness)
  • What each of the skills does and when will they be required
  • A simple model to use when handling complaints

Getting to the Root Cause

  • Using questioning techniques to gather all of the facts
  • Showing a customer that you are there to help
  • Using the fact-find to calm the customer

Dealing With the Complaint

  • Your body language, voice and the words you use during a complaint
  • Your response when a customer complains
  • Diffusing difficult situations
  • Using the skills in simulated exercises

Being Pro-active

  • Identifying what the causes of complaints are in your business
  • Looking out for reasons why people might complain and fixing it before it gets to a complaint
  • Gathering feedback from customers about their overall experience

Download the Course Brochure

Download a copy of our Customer Complaints Handling training course brochure below. 

Who Should Attend our handling Customer Complaints Training Course?

This handling customer complaints training course is customer facing and is responsible for dealing with customer complaints.

If you want to

  • Know how to deal with customer complaints effectively
  • Reduce the overall amount of complaints your organisation receives/li>
  • Improve customer satisfaction and loyalty
  • Have personal strategies to remain calm and positive when a customer complaints
  • Understand the root cause of complaints in your organisation
  • Have a better approach to gathering data about the types of complaints you receive

Then this handling customer complaints course is for you.

The course is suitable for people of all levels and in all roles and industries.

Online Training Courses

A 1 day online live virtual training course with one of our highly experienced customer service and complaints handling trainers. You also get:

  • A highly interactive online experience
  • Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer
  • A digital copy of the course materials from the course
  • A digital course certificate

In-Person & Online In-House

A 1 day training course with one of our highly experienced trainers at your location or online. You also get

  • Course materials for each delegate to take away
  • A course certificate
  • Reporting on delegate evaluation
  • Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer
Who Delivers Your Customer Complaints Handling Training Courses?
Our Customer Complaints Handling courses are delivered by our friendly and highly experienced trainers. We live and breathe what we talk about in these sessions as we use most of the tools and techniques ourselves on a daily bases and bring this real-world experience into the session and the examples that we use.
Why do customers complain?

A complaint is an expression of dissatisfaction. When we feel as though something hasn't met our standards we raise this with the company or the person. When we feel as though our concern is not being dealt with effectively, then we complain.

Is it possible to reduce the amount of complaints we/I receive?

Yes. This is about understanding much more about what causes complaints. This is normally a failing in the service or a process. We can be much more proactive in these areas by improving communication with customers, or looking for points of failures in our processes that may cause a complaint to happen.

Does this just apply to face to face/telephone/email?

The skills and approaches that we look at can be used across all channels that your customer can contact you through.

Do You Have Any Customer Complaints Handling Articles I Can Read?

Yes. We have lots of articles about dealing with complaints and customer service in the customer service section of our blog.

Open Online Course

Our Online Customer Complaints Handling course is an interactive live virtual course. The content remains the same but the delivery and approach has been re-imagined for the virtual environment. Our online training courses are delivered by Zoom.

In-House Delivery

We can also deliver this Customer Complaints Handling course just for your organisation. We can do this in-person at your office or a location of your choice or as a live virtual training course. We can deliver this via Zoom, Teams, Webex or any other platform that you are currently using and comfortable with.

Here are the most recent reviews that have been left for our Customer Complaints Handling Training Course. If you would like to see more detailed reviews then please get in touch and we can pull some data from our course evaluations together for you.

See All Reviews

Open Courses
Bring In-House
Attend our Customer Complaints Handling virtual online training course
Want a Discount?
1 Delegate
2 Delegates
3 + Delegates
Join our live online virtual Customer Complaints Handling training course from work or home for an interactive online learning experience..
Price per delegate and includes multiple person discounts.
When would you like to attend our online Customer Complaints Handling training course? Pick a date below and click to book.
Bring this Customer Complaints Handling training course in-house and train your team together at the same time.
  • Delivered online or in person at your business premises
  • Course content can be tailored to your specific requirements

Complete the form below to get a personalised quote from a member of our team.

Back to School

Book onto any in-person or online open training course before the end of Sept 2021 and get 20% off the course fee.

Just use the code SEPT2021 in the booking form

New bookings only. Terms and conditions apply. Cannot be used in conjunction with any other offer.
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Our Approach

No PowerPoint
Yes, you read that right! We’ve removed PowerPoint from our face to face training courses.

Instead we opt for more creative ways to deliver course content and create more discussions in our courses.
Always Interactive
No matter how you attend your course, we will alway ensure it's interactive and engaging.

Our courses are designed specially for the delivery method to ensure we maximise the tools available.
Less Theory, More Practical
We don’t spend time on theory. We’ll introduce it but focus more attention on practical tools and ideas that you can actually take away and use.

We’ll provide the theory in your course materials to take away with you.
Clear Pricing
Our pricing is clear. You’ll see the exact price of our open training courses on our site where these are available.

We’ll quote an all-inclusive price for in-house and bespoke work. You won’t pay a cent more than we quote you.

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Revolution Learning and Development Ltd
3 Balkerne House, Balkerne Passage
Essex, CO1 1PA, UK

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