Handling Customer Complaints

Face-to-face Instructor Led Courses, Business, Customer Service

What Is Handling Customer Complaints Training?

This course explains how to stay calm under pressure, not to over react, and how to remain professional when managing issues. Customer expectations for speed, quality, cost control and delivery have increased and customers complain when their expectations are not met. When customers complain it can be a very stressful experience and remaining calm under pressure is key to retaining long-term customer loyalty. It is designed to challenge your beliefs in managing customer's expectations of you and your organisation, whether they are internal or external customers. You will leave the course with a Personal Action Plan identifying the key changes to make, and skills to practice, to ensure you stay calm at all times regardless of the pressure of the situation.

Who Should Attend

If you are responsible dealing with customer complaints (internal or external), then this course is for you. It will show you how to manage angry and demanding customer's expectations and explain the tips and techniques to use to ensure that you stay calm throughout the whole process.

Course Agenda

- Personal impact on customers
- What do your customers think about you and your organisation?
- The perception divide
- Managing customer complaints
-  Why customers complain
- Managing extremes of behaviour
- Managing emotion
- Managing angry and abusive customers
- Managing the issue and not the person
- Managing your customer's emotion
- Staying calm under pressure
- Generating customer loyalty
- Listening and responding to customer needs
- Using the complaint to re-shape the 'customer experience'
- Achieving excellence in customer service
- Best Practice checklist
- Your customer experience statement
- Personal Action Plan.


Available onsite or nationwide at any of over 50 centres, see below our open course availability. Alternatively, call 0844 335 8882.


The Handling Customer Complaints course will be accredited to the latest in recognised certificating award. All successful delegates will also receive an Xyz certificate of attendance. Enrolled subscribers of the National Training Card will also have any certificate, qualification and/or ID card (where applicable) automatically added to their member account.

More Information

We train in excess of 100,000 delegates per year. For more information, please make your enquiry using the form below. The XYZ Training Group Customer Charter ensures that all enquiries are responded to the same day.

Course Availability

Available on client premises as an in-house course or at one of training venues, provided minimum delegate numbers are achieved. Whatever your requirement, simply complete the enquiry form below and we'll send you our quotation by return.

Make A Handling Customer Complaints General Enquiry Here

Complete the form below and we'll send you some training options and / or a quote by return. Please only use this form if you are interested in Handling Customer Complaints courses. For all other enquiries, please use the general contact page, refine your search above or call us on 0844 335 8882.

Handling Customer Complaints Training Enquiry

Open / Public Course Dates
Open Courses Unavailable
eLearning Options
eLearning Currently Unavailable
Handling Customer Complaints
Part of our Customer Service range of training courses

Course Information

  • Course Duration 1 day
  • Max Class Size 4

  • All prices exclude VAT. Discounts available for larger groups & for corporate clients.
Our Handling Customer Complaints Training Courses

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*based on 143 client reviews.