Training Catalogue

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    Handling Customer Complaints

    This training course will teach you a clear set of guidelines to help you handle challenging customer service situations and even turn them into positive experiences for your customers. Whether your company provides a product or a service, it’s likely that at some point you’ve had to deal with an angry customer. In this course, you’ll learn step-by-step instructions on how to effectively handle an upset customer. By the end of the course, you’ll have the knowledge and confidence to transform customer complaints into positive interactions. The course qualifies as 1 hour of Professional Development Units for certification with the Project Management Institute.

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    • Quality Managers
    • SHEQ Managers
    • Project Managers
    • Directors
    • Management Representatives
    • Client facing employees
    • In this course you will:
    • Follow a clear set of guidelines to effectively handle customer complaints
    • Implement techniques to transform angry customers into loyal supporters
    • Identify how to positively handle queries or complaints from your customers.
    • Understand how to handle upset customers in a way that leaves our customers thinking great things about you and the company
    1. Introduction
    2. Guideline and techniques of handling customer complaints
    3. On the job exercise
    • Certificate of competence
    • Certificate of attendance
    • If applicable, an assessment at the end of the course will be required.
    • A minimum of 60% is to be achieved to attain a competence certificate.
    • If you achieve lower than 60% but get between 40 – 59% a second attempt will become available.
    • If you get lower than 40% and fail the second attempt, you will need to re-purchase the course.
    • An attendance certificate is awarded to you regardless of a pass or fail.