Handling Complaints Training
Cover a clear, repeatable process for resolving customer complaints calmly across phone, email and face-to-face contact.
- CPD Accredited
What this course covers
Every complaint is a chance to keep a customer and improve the service on offer. Staff who handle complaints with confidence protect the organisation's reputation, build customer loyalty and cut the number of costly escalations. This course sets out a clear, repeatable process for dealing with complaints across phone, email and in-person conversations.
It gives practical guidance on empathy, active listening, defusing difficult behaviour and reaching a resolution that satisfies the customer. Learners also cover when and how to record and escalate a complaint appropriately.
Skills you'll walk away with
- Explain why complaints happen and why handling them well matters
- Apply active listening and empathy in difficult conversations
- Acknowledge a customer's concern and take ownership of the resolution
- Identify strategies for defusing anger and difficult behaviour
- Apply a structured process to reach an agreed resolution
- Recognise when to record, escalate and learn from a complaint
Designed with these roles in mind
- Customer service and front-line teams
- Contact centre and telephone support staff
- Retail, hospitality and reception staff
- Managers who handle escalated complaints
Modules included
6 short lessons that build sequentially. Learners can pause and resume at any point on any device.
- 01 Understanding complaints and what counts as one
- 02 The business value of good complaint handling
- 03 Listening, empathy and building rapport
- 04 Managing difficult emotions and behaviour
- 05 Resolving complaints and agreeing outcomes
- 06 Recording, escalating and continuous improvement
How competence is checked
A final assessment reviews learners' ability to apply the complaint resolution process before a certificate is awarded.
What learners receive
A personalised certificate is available to download immediately after successfully completing the course.
Common questions
How long do learners have to complete the course?
What happens if a learner fails the end-of-course test?
How is the certificate delivered?
Can we buy licences in bulk for a team?
Is the training accessible on mobile devices?
Do you offer reporting for compliance audits?
More Soft Skills & Wellbeing training
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