Handling Complaints


Handling Complaints

Complaints Handling Skills

Course Duration: 1 Day


This program aims to addressing complaints from customers in a professional manner.

Course Objectives

At the end of this program, participants would be able to:

  • Understand what complaints really are
  • Approach a complaint rather than shy away
  • Handle it to the best of ability before escalation
  • Use methods in this program to solve complaints

Key Content

Module 1: What is a Complaint?

  • Understanding a complaint
  • Why do people complain?
  • What provokes or invites complaints?

Module 2: Is Complaints a Bad Thing?

  • Complaints are a gift
  • Impact of complaints to the industry
  • What happened to our customers?
  • Understanding how a complaint spreads
  • Does it matter who caused it?
  • Triggers and escalators
  • Types of complainers

Module 3: Welcoming and Dealing with Complaints

  • What is needed of you when facing complaints?
  • Quick wins for complaint handling
  • Communication is a tool
  • Using the 7 Steps Approach
  • Applying LAST

Module 4: All is Not Lost

  • Time to go the Extra Mile
  • How to WOW
  • Best practices to adopt 
  • Complaint to compliment

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