Customer Service and Complaint Handling


Course Background:

This course will provide participants with the essential skills necessary for dealing with customers. Participants will develop a greater understanding of customer needs and how to deal with these needs confidently and efficiently.

Course Content:

  • How to create and present a professional image
  • Confidence and basic assertiveness
  • Turning complaints into opportunities
  • Improving customer care skills
  • Communication skills: listening, questioning, verifying and explaining
  • Conducting customer service transactions
  • Being positive during difficult customer situations
  • Handling difficult customer situations in a positive manner

Learning Outcomes:

Upon successful completion of this course participants will gain the skills and knowledge necessary to:

  • Present a professional image
  • Turn complaints into opportunities
  • Deal with difficult customers
  • Conduct customer transactions
  • Communicate effectively with customers

This Course is Designed For:

Anyone in a front line position of customer service

Training Methodology:

This course is classroom based and it is highly interactive with role-playing playing and practical exercises to reinforce the participants understanding and learning.

What to Bring to the Course:

There are no requirements for this course.

Duration of the Course:

1 day.


A maximum of 12 per course.


Upon successful completion of this course participants will receive a certificate in customer service and complaint handling.


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