Handling Complaints


Handling complaints well requires practice and an exposure to a wide variety of situations.

This course is designed around examples and scenarios to accelerate this exposure and help participants to quickly go through a series of common scenarios

What you will learn
  • Appreciate how complaints can benefit organisations.
  • Use Active Listening techniques when handling complaints to establish rapport
  • Respond to common challenging scenarios
  • Communicate assertively with customers for a win-win outcome
  • Increase effectiveness using body language
Course: Handling Complaints
Course Duration:  One Day
Location: Onsite at client location
Class Size: 8-20
Complaints handling
Poised and in control

Complaint handling is an essential and useful skill. Whether you have an unhappy or a dissatisfied customer, you have a great opportunity to see yourself from another’s point of view. Handled well, this dialogue can prove to be invaluable and the handling of such constructive customer feedback can have a very positive impact on the image and productivity of your business.  However, handled incorrectly the resulting loss of goodwill and potential business can be very damaging.

It is often said that the way you handle a complaint is far more important than the solution you provide. Indeed, research shows that skilled handling can lead to long term customer loyalty. There is also an increased likelihood for your customers to spread the word and let others know about your great service.

Topics Covered

Nature of Complaints

  • Why people complain
  • Who complains?
  • What people think of complainers
  • Correct attitudes towards complaints and handling complaints

Listening Skills

  • Different listener types
  • Advantages and disadvantages of each listening type
  • Active Listening
  • How Active Listening helps you handle complaints better

Handling Complaints

  • What types of complainers exist?
  • Strategies to deal with each type of complainer
  • Maintaining awareness to prevent encounters from becoming unproductive

Complaint Handling Scenarios

  • Common challenges when handling complaints
  • How to handle aggressive complainers
  • How to stop people from using others as an audience
  • How to reduce the likelihood of confrontations
  • How to deal with slow speakers
  • How to manage careless remarks

Assertiveness Skills

  • What is assertiveness?
  • How to be assertive
  • How assertiveness differs from aggressive or passive behaviour
  • How to construct your sentences to express yourself assertively

Body Language

  • Critical postures and gestures when handling complaints
  • How not to appear defensive and confrontational
  • Postures to use to make people feel calm
  • Body language signals best suited to assertive communication