Complaint Handling

Course Overview

An in-depth course on how to deal with complaints and conflict.

This full-day course will give you a complete framework on how to deal effectively with complaints and conflict.

You will feel inspired and confident to display assertive behaviour by having the tools and strategies to help you manage any difficult situation.

Related Courses

Here is a selection of courses that we think you might also be interested in.

Building Personal & Professional Confidence
Customer Care
Handling Difficult Conversations Confidently - Half Day (pm)
Advanced Telephone Prospecting
Assertiveness & Building Personal Confidence
Advanced Negotiation Skills
Dealing with Difficult People

This course qualifies for Continuous Professional Development hours. Learn more about CPD

Timetable

9.30-9.45am Introduction and welcome to the course and its objectives

9.45-10.45am The psychology of why people complain. What are the fundamental reasons for complaining and how we can prevent it happening in the first place

10.45-11.00am Coffee Break

11.00-11.45 Advanced Communication Skills. Responses that resolve. The strength of empathic listening.

11.45-12.30 How to deal with different behaviours and challenging personalities that ensure minimum amount of stress for you.

12.30-1.30 Lunch

1.30-2.15 Complaint handling formula’s and strategies

2.15-3.15 Dealing and developing feedback forms, online reviews and complaint procedures

3.15-3.30 Coffee Break

3.30-4.15 Let’s practice what we have learnt. What will we do differently? Creating an action plan to ensure that we maintain confidence, composure and calmness in our future complaint handling scenario’s

4.15-4.30 Course summary

Testimonials

Attended virtual session:

Ursula delivered a great comprehensive course, providing confidence and clarity to the team.

Rebecca Bell, Virgin Red

Wonderful trainer who can relate to my work situations and offered insightful ways to handle a variety of situations.

Terence P C Fan, Singapore Management University

Benefits

Understand the psychology of why people complain and the fundamental things we can do to avoid escalation of complaints

Lots of tools and tips on how to deal with challenging behaviour and difficult personalities

Learn and develop advanced communication skills with a focus on responses that resolve.

Explore strong complaint handling strategies and how to use them effectively

Practice our new skills to ensure solid learning

Develop great feedback forms, how to respond to online criticism and how to create a bulletproof complaint procedure

Create an action plan to ensure that we maintain confidence, composure and calmness in our future complaint handling scenario’s