Service Excellence Programs


Effective customer complaint handling is one of the most important aspects of providing excellent customer service. Customers who complain are offering the organization a chance to identify and resolve problems, demonstrate excellent service, and keep loyal customers. The objective of this customer complaints management systems and ethics for complaints handlers training course is to help employees handle ethical issues as they often arise in complaint management. This course explains how to stay calm under pressure, not to overreact, and how to remain professional when managing issues. Customer expectations for speed, quality, cost control and delivery have increased and customers complain when their expectations are not met. When customers complain, it can be a very stressful experience and remaining calm under pressure is key to retaining long-term customer loyalty. The training program equips participants with appropriate skills and techniques to manage complaints in a productive and proactive manner. At the end of this training course, trainees will be able to view customer complaints as opportunities, identify problems that prompt complaints, handle complaints effectively, and satisfy customers who complain. This course is designed to challenge your beliefs in managing customers’ expectations of you and your organisation, whether they are internal or external customers.

Course Objectives

Upon completing this training program successfully, participants will be able to:

  • Understand the customer expectations and work towards exceeding them
  • Interact with the customer using effective communication skills
  • Use a customer centric approach
  • Recognize the key skills and qualities needed to handle customer complaints effectively
  • Demonstrate empathy whilst maintaining control of the conversation
  • Formulate relevant key performance indicators to assess and audit complaint system

Target Audience

  • Administrators
  • Supervisors
  • Team Leaders
  • Managers
  • Customer Complaints Teams
  • Customer Service / Sales Teams
  • Customer Complaints Call Centre Employees
  • All Customer Service Staff
  • Receptionist

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Please note that any payments issued for a program are non-refundable at any time.