Course Information

Introduction

Complaints are a direct route to customer retention and service improvement. This five-day course teaches practical skills for handling complaints across phone, email, chat and social media. You will practice de-escalation, structured investigation, fair resolution and clear documentation. The emphasis is on techniques you can use immediately to reduce repeat contacts and protect reputation.

Objectives

1. Apply a five-step complaint-handling process to take a case from intake to documented closure.
2. Use active listening and de-escalation language to calm upset customers and refocus conversations on solutions.
3. Investigate complaints to identify root causes and turn findings into corrective actions or process changes.
4. Propose, negotiate and document fair remedies that align with policy and restore customer trust.
5. Log, escalate and report complaints accurately in your CRM or case-management system for trend analysis and compliance.

Who Should Attend?

1. Customer service representatives handling routine and escalated inquiries.
2. Contact centre/call centre agents who manage phone, chat or email complaints.
3. Complaints and dispute-resolution officers responsible for case ownership.
4. Frontline supervisors and team leaders who coach staff and approve remedies.
5. Account managers and client-facing relationship managers who manage high-value or sensitive accounts.

Training Method

• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Post-assessment
If Applicable:
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts

Program Support

This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.

Daily Agenda

Daily Schedule (Monday to Friday)
- 09:00 AM – 10:30 AM Technical Session 1
- 10:30 AM – 12:00 PM Technical Session 2
- 12:00 PM – 01:00 PM Technical Session 3
- 01:00 PM – 02:00 PM Lunch Break (If Applicable)
- Participants are expected to engage in guided self-study, reading, or personal reflection on the day’s content. This contributes toward the CPD accreditation and deepens conceptual understanding.
- 02:00 PM – 04:00 PM Self-Study & Reflection

Please Note:
- All training sessions are conducted from Monday to Friday, following the standard working week observed in the United Kingdom and European Union. Saturday and Sunday are official weekends and are not counted as part of the course duration.
- Coffee and refreshments are available on a floating basis throughout the morning. Participants may help themselves at their convenience to ensure an uninterrupted learning experience Provided if applicable and subject to course delivery arrangements.
- Lunch Provided if applicable and subject to course delivery arrangements.