Customer Complaints Handling                                               Course Outline

Working in the Customer Service department of a company can be quite a challenge, especially when you have to deal with customers who are unsatisfied or upset. Don’t get discouraged, and most especially of all: do not take any of their comments personally. Our Customer Complaints Handling course will teach you how to manage different types of situations and understand the customers’ concerns better.

Who this is for:

For executives of all ranks who work in any service industry such as BPOs, Food and Beverage, and Telecommunications

What you will learn:

  1. How to perform effective customer complaint handling skills
  1. How to apply effective listening skills
  1. How to serve internal and external clients competently
  1. How to consistently project the professional stance that build trust and loyalty among team members and customers


  1. Improved presence that exhibits professionalism in high pressure scenarios
  1. Higher confidence and elevated self-esteem when handling authoritative and difficult clients
  1. Increased efficiency in handling customer complaints with ease and a high level of proficiency
  1. Increased customer satisfaction and reward from effectively handling customer complaints


TalkShop uses Integrated Language Teaching. This means 20% of the course is comprised of facilitator-based discussions while 80% is dedicated to an interactive learning experience through:

  • Practical Role-play Scenarios
  • Guided Customer Service Activities
  • VTR Sessions
  • Individual and Group Presentations
  • Conversation Drills
I. Complaint Management

  • Handling complaints and difficult situations
  • Focusing on the good
  • Right attitude towards different types of customers

II. Management Roles

  • Cost and benefits
  • Training the team
  • Coordinating with different departments

III. Corporate Etiquette

  • The employee as the entire company
  • Standard telephone responses for uniformity and distinctiveness
  • Empathic listening skills

IV. Customer Service 101

  • Learning why customers stay
  • Evaluating customer profile
  • Exceeding expectations

V. Communication Effectiveness

  • Reading between the lines
  • Following through and securing commitment
  • Creative thinking in asking questions
  • Answering customer needs

VI. Basic Steps for Effective Complaint Management

  • Self Evaluation
  • Practical Applications
  • Panel Presentation
  • Dialogues
  • Role-play

Course duration:

20 hours


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