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DateMarch 29 2018
TitleCustomer Service and Complaint Handling Skills
Time09:00 - 16:30
Duration1 Day


For customers the quality of customer service determines whether to buy, and particularly whether to remain a customer. Dealing with complaints effectively can build a good relationship with your customers, save money by avoiding their escalation, and earn repeat business. 

Most companies receive and reply to complaints face to face or over the telephone, and if it’s your job to respond to them, you can be your organisation’s most valuable ambassador. This training course will help you to stay motivated and to be confident that you are aligned with customers as effectively and positively as possible.

Who is this course for?

Anyone who has a direct line of communication with customers and anyone who deals with complaints.

What the course will cover

Customer’s rights and standards

  • What do you expect when you are a customer
  • How do you feel when you’re expectations are not met
  • How your organisation rates as a service provider
  • The tip of the iceberg
  • Looking at customer perceptions and the part your play in forming that perception

Building good communication skills

  • Developing more skills in how you question the customer to gain the necessary information
  • How to use effective listening skills to build rapport
  • Building longer term relationships with the customer

Tips and techniques for handling telephone enquiries

  • Clarifying best practice, do’s and don’ts
  • Projecting a positive image of the organisation

Dealing with difficult customers

  • How to be assertive but still remain courteous
  • Understand how to diffuse angry customers
  • How to make complaints a productive process for your organisation

Action planning

  • What will I commit to do more of/less of to improve my level of customer service when I return to work?

What will be learnt? 

By the end of the workshop delegates will be able to:

  • Understand how first impressions are formed and what can be done to improve them
  • Clarify what people expect as a basic right when they are customers
  • Define the nature of complaints and learn how to become skilled at managing them
  • Learn how to deal with difficult people over the telephone and face to face

Pre-course preparation & assessment

There is no pre-programme preparation required for this programme, though TSW would encourage the learner to consider the topic areas outlined and how they relate to their organisation and experiences.

In-company training

If you are representing a business this course can be run exclusively and tailored to suit your company’s specific learning requirements and organisational needs. Costs are dependent on number of days required and bespoke content. Advice is available from our experienced Business Development team.

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Course Detailscustomer service and complaint handling Download