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It’s all too easy to lose a good reputation and long-standing customers if your people don’t handle complaints in an effective way. Equally, when complaints arise they provide a great opportunity to turn a customer into a loyal client, if handled well.

In this highly practical workshop participants will discover the secrets to handling customer complaints in a way that builds loyalty and generates additional revenue. They will learn how to demonstrate empathy, communicate in the best way, ask questions to identify issues and enhance the customer’s experience.

They will learn how to recognise different styles of behaviour and know how to adapt their approach accordingly. They will also have an opportunity to explore why customers complain and try out different approaches to resolving them. They will leave with increased confidence in their ability to handle complaints effectively.

Learning outcomes

By the end of this session, participants will:

  • Know what causes customers to complain and the importance of demonstrating empathy
  • Be able to manage their emotional state when customers are frustrated or even angry
  • Recognise the importance of listening actively and asking questions to understand others
  • Identify their behavioural style and know how to adapt their approach
  • Know what to do to resolve the problem and when to escalate it to their supervisor
  • Have increased confidence and acquired strategies for handling challenging situations effectively

Please note that these outcomes are a guide only and the precise outcomes will vary with the delivery method and duration of the session.

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Handling Customer Complaints

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Tailoring our design for you

This outline provides a great flavour of the skills and knowledge your people will benefit from by attending any Speak First training or coaching on this topic – whether standard, tailored or bespoke.

Here’s how Speak First can make the training even more relevant for you and your people:

Tailored Design

Tailored design develops existing content and enhances it with relevant case studies, role-plays and more to make the learning even more effective for your people

Bespoke Design

Working in partnership with you, we develop bespoke solutions that incorporate this, and other topics, to create custom solutions for your organisation’s specific needs

Sample Participant Journey

The learning solutions featured on our website can all stand on their own as high-quality and high-impact learning interventions for your team – however, they are at their best when delivered as part of a wider learning programme, helping you achieve your strategic imperatives and your people benefit from much deeper and expansive learning journeys. We work with you as consultants, collaborators and design partners to establish learning outcomes and create the perfect programme - below is an example of what your people’s learning journey might look like.


Overall scope of programme agreed with client
Virtual/face-to-face training session(s)
In-between work: on-the-job assignments
Virtual/face-to-face training session(s)
Facilitated learning group sessions (group coaching)
Virtual/face-to-face training session(s)
Programme closing session – a celebration of success
Continuous learning support, virtual or face-to-face

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