Handling Customer Complaints and Difficult Customers
Handle complaints and emotionally difficult customer interactions calmly, fairly and professionally while working toward practical resolution.
Course Description
What You'll Learn
- Understand why customers complain and what they expect from complaint handling.
- Listen to complaints without becoming defensive or dismissive.
- Use questioning techniques to establish the facts behind a complaint.
- De-escalate emotionally difficult customer interactions.
- Set respectful boundaries when customer behaviour becomes inappropriate.
- Develop fair and practical complaint resolutions within organizational authority.
- Communicate decisions clearly when the customer's preferred outcome cannot be provided.
- Use complaint information to identify recurring service problems.
Who this course is for
- Supervisors & Team Leaders
- Sales & Business Development Professionals
- Customer Service Professionals
- Administration & Support Professionals
Course Outline
Choose How You Want to Train
Choose the delivery format that works best for your team. Pricing varies by format, and you can select your preferred training dates and location when making your booking.
Online
Live, instructor-led virtual training delivered over Meet, Zoom or Teams.
On-Site
Trainer travels to your premises, wherever you are.
At our Venue
Training delivered at our one of our venues, closest to your location.
Flexible scheduling
You choose your preferred training dates when booking. For in-person training, you can also specify where you would like the training delivered, whether at your premises or at an arranged venue.
Your Trainer
Matched to your training needs
Your trainer is selected after booking based on the course requirements, your industry, team profile, location, and learning objectives.
CertBridge Global works with vetted trainers and subject-matter experts, allowing us to match each engagement with a facilitator whose experience is relevant to the training being delivered.
Your assigned trainer will be confirmed as part of the training arrangements.
Certificate of Participation
Recognition for completing your training
Participants who attend the training receive a CertBridge Global Certificate of Participation, recognising their involvement in the programme and the learning undertaken.