Customer Service and Complaint Handling

About the Course

“Build confidence with customers, manage complaints effectively & deliver a great customer experience”.

This workshop helps staff develop a greater understanding of the importance of communicating effectively with customers both on the telephone and face to face. Participants will learn the importance of managing and exceeding expectations at every step of the service cycle and how to effectively deal with complaints in a calm and assertive

A practical and interactive one-day workshop, it’s designed for all who work directly with customers including managers, field support, administrators, reception, managers and customer service. 

Duration: 1 day
Dates: TBC
Fee: €175.00

For more information:

Course Content

  • Using effective communication to meet customer’s expectations
  • A complaint is a gift – the opportunity to create a positive outcome
  • Importance of a positive attitude to create a great first impressions
  • Traffic lights philosophy for measuring a customer’s reaction
  • Handling telephone calls with confidence and maintaining control under pressure
  • The power of body language to connect with customers
  • Active listening skills and the importance of showing empathy
  • Understanding what customers really want - asking the right questions
  • Tone of voice – not what you say but how you say it
  • Encouraging feedback and complaints from customers to improve business
  • Distinguishing between what you can control and what you can influence for a positive outcome
  • Measuring the severity of complaints to provide the appropriate response required
  • Working under pressure to defuse a situation – dealing with criticism, remaining calm  and speaking clearly
  • Assertive behaviour – the appropriate behaviour for interacting with customers
  • Managing different types of customers and difficult situations positively
  • Exceling in service recovery management and following up - from complaint to satisfaction

Benefits of Customer Service and Complaint Handling Workshop

On completion participants will be able to:

  • Apply highly developed communication skills to improve customer relations
  • Adjust their mind-set and avert complacency - look at things through the customer’ s eyes
  • Build confidence with customers whilst being helpful and friendly
  • Use the power of body language to communicate effectively
  • Use the telephone effectively to create the right impression, even under pressure
  • Put customers at ease, build trust and make a connection
  • Really listen to customers, ask the right questions and understand their needs
  • Talk to customers in their own language - know what to say and how to say it
  • Encourage customer feedback and make it easy for customers to complain
  • Be assertive when dealing with different personalities and irate customers
  • Avoid defensive behaviour and trigger words that anger customers
  • Deal with criticism, remain calm, speak clearly and defuse a situation
  • Differentiate between different levels of dissatisfaction and respond appropriately
  • Resolve customer complaints and difficult situations in a confident and competent manner
  • Keep promises, keep customers informed, meet expectations and respond quickly and effectively

Delivery of Training

Training is in the form of a one-day workshop, with group discussions, exercises and feedback based on individual/group needs. 

Each participant will receive a workshop manual. Follow up mentoring and training can also be provided with this workshop.


Chartered Institute of Logistics and Transport Certificate of Completion