Training Workshops

Dealing with a customer complaint

Complaint Handling

The complaint handling workshop will help your front line staff to deal with complaints in a straight forward and effective way.

Duration: 1 day

Category: Customer Excellence

About the Workshop

Complaints are a common factor for all businesses. Customers will always demand good value and equally effective service.

Complaints can make or break an organisation, particularly now that the internet provides such an easy forum for customers to air their grievances.

We need to ensure that our people are skilled in handling complaints. Not only will this help to solve problems as they arise, but will also help to improve your business as a whole.

The complaint handling workshop will help your front line staff to deal with complaints in a straight forward and effective way.

What Are the Benefits of Attending

Participants will:

  • Explain why good complaint handling is important to the business.
  • Handle complaints effectively and consistently using the AURA approach.
  • Handle hostile complaints calmly and professionally.
  • Turn around customer complaints and dissatisfaction.

Workshop Modules

Why Are Complaints Good for Business?

In this activity participants consider why complaints are good for business and why unhappy customers should not be discouraged from complaining.

How to Make a Bad Situation Even Worse

Participants discuss ways in which they can ensure that they handle their complaints badly and then relate this to their own experiences handling complaints.

Turning Complaints Around

Participants are introduced to our own complaints handling approach called AURA. They then work through a case study to help them apply AURA practically.

Complaint Handling Skills

Using empathy, understanding, self-control and listening skills to positively resolve a complaint.


It is inevitable that some complainants will be hostile and this session provides participants with some tips to help them handle hostility.

Personal Abuse

Hostility can spill over into personal abuse. Participants learn how to handle this professionally by listening to a situation and discussing how they would handle it.

Complaint Handling Practice

Participants have the chance to practice the techniques they have learned using our simulations.

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What's Included

  • Professional & Internationally Experienced Facilitators

    Our facilitators openly share their expertise and extensive experience to make each training workshop an exciting and effective learning opportunity with lasting impact.

  • Manuals and Workbooks

    All of the information delivered throughout the programme will be available for reference in the personalised manuals/workbooks which are provided to each individual participating in the training sessions.

  • Training Facility

    Workshops are conducted at modern, comfortable and well equipped venues.

  • Lunches & Light Refreshments

    Buffet lunches as well as morning and afternoon tea breaks are provided.

  • Certificates

    Workshops are CPD accredited and certificates will be issued.

  • Evaluations and Detailed Report

    Training evaluations will be completed and a detailed report with observations and recommendations will be presented post training.

  • Post Training Information

    Participants will receive monthly emails, covering relevant topics and information, to reinforce and further their learning.

Book Your Training Today

Talk to us today about your training needs.