Complaint Handling

Increase company reputation and client retention

Who is it for?

Those in direct customer engagement roles who may be faced with difficult and challenging situations.

What will I learn?
  • Learn how to defuse customers’ anger in a short space of time to create positive outcomes
  • Be able to deal with different types of complaints as they arise in a professional and courteous manner
  • Understand how to maintain a high level of self-confidence when dealing with difficult customers to positively promote the business

Course Details

  • Location: Portsmouth
  • Duration: 1 Day
  • Member: £309
  • Non-Member: £364

All fees subject to VAT

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Course Overview
  • Why do customers complain and what are their expectations of us when things are not right? 
  • How to create customer confidence through the right behaviour
  • Knowing your boundaries and levels of authority
    • Having an escalation procedure if it’s needed
  • Developing an assertive style of communication when handling complaints
  • Improving your listening skills
  • Handling interruptions and workload re-prioritisation

Course Dates
Course commences;

19 June 2018

Company Sponsored Option

This course is also available as a company sponsored option which is for your delegates only, this is a flexible solution and can be tailored to reflect your business needs, delivered on a date, time and place to suit you - please contact us.

Group Discounts

Take advantage of these discounts when booking this course;

5% off for 2-3 people
8% off for 4-5 people
12% off for 6 or more people

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