Customer Service and Complaint Handling

This course focuses on equipping participants with the skills to deliver exceptional customer service while effectively managing and resolving customer complaints. It emphasizes communication, empathy, and problem-solving in customer-facing roles.

Understanding the Customer Service and Complaint Handling Process

Strong customer service begins with knowing how to manage a complaint from start to finish. In this course, participants explore every stage of the complaints process, learning when and how to respond, what to document, and how to use empathy without losing professionalism. Whether it’s a formal complaint or an everyday issue, we focus on calm communication and structured complaints handling techniques that deliver consistent results.

Handling Customer Issues Professionally

Dealing with unhappy customers can be challenging, but it is also an opportunity to show the strength of your service. Our training demonstrates how to handle customer concerns confidently, listen actively, and resolve matters before they escalate. You will discover the difference between reactive and proactive approaches, and how to build trust by following a clear complaints procedure.

Turning Complaints into Positive Outcomes

A great service provider knows that every customer complaint can lead to improvement. This module shows how to identify the cause of dissatisfaction and convert it into actionable feedback. You will also learn how to track progress, communicate with customers during resolution, and meet organisational standards. By understanding the customer service and complaint handling process in depth, participants gain practical tools to transform negative experiences into loyal relationships.

Suitable For:

✅ Customer service representatives

✅ Frontline staff in retail, hospitality, healthcare, and call centers

✅ Team leaders and supervisors managing customer interactions

Key Course Features:

✔ Techniques for handling difficult customers
✔ Active listening and empathetic communication
✔ Conflict resolution strategies
✔ Professional language and tone
✔ Complaint escalation and follow-up procedures

Course Outcome:

✅ Enhanced communication and interpersonal skills

✅ Improved customer satisfaction and loyalty

✅ Greater confidence in handling complaints

✅ Ability to turn negative experiences into positive outcomes

Key Info:

Duration: 1 Day

Structure: Online / On-Premises

Participants: Up to 12

Availability: March – 02

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Why people choose Samson

    
 
 
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   Marta Guinovart 
 
 
 
 Trustindex verifies that the original source of the review is Google. Very happ with the service and the flexibility of Samson Training. Melody was very accommodating with the organisation and Kean gave us very clear and detailed information on how to proceed with first aid.
  
 
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   Paul Tanner 
 
 
 
 Trustindex verifies that the original source of the review is Google. The training was excellently delivered and was well received and understood. The service was very flexible and the candidates enjoyed it
  
 
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   Liam Bannable 
 
 
 
 Trustindex verifies that the original source of the review is Google. Service was excellent form start to finish, arranging dates for training they were very flexible. Training itself was excellent. Trainer was very good. Would highly recommend Samsung Training.
  
 
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   Connor O'Flynn 
 
 
 
 Trustindex verifies that the original source of the review is Google. I have completed two courses with Samson Training, each with a different instructor. They have both been excellent courses with very good instructors, and the communication with the organisers are second to none. A special thanks to Melody who kept me up to date and informed on my upcoming training!
  
 
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   Caitriona Hurley 
 
 
 
 Trustindex verifies that the original source of the review is Google. Recently Booked an IOSH Health and Safety Course through Samson.  Samson did not directly provide the training but I found them easy and reliable to deal through they found a course provider to best suit my requirements. I really enjoyed the course and the course instructor through her own experience was able to provide real life examples of Health and Safety Issues. There was interaction with Q & A’s between different sections of the course which kept the course interesting.
  
 
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   Svetlana 
 
 
 
 Trustindex verifies that the original source of the review is Google. I had few  courses done  recently  with  SAMSON Training. I  can say  all the  instructors are very professionals pleasant. I really  enjoy the the  time . Highly recommend SAMSON .
  
 
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   james hanly 
 
 
 
 Trustindex verifies that the original source of the review is Google. We have used the services of Samson training on a number of occasions, and have always found them to be very proficient and professional at all times. I have no problem in highly recommending them for all aspects of training requirements.
  
 
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   Stephen Bryan 
 
 
 
 Trustindex verifies that the original source of the review is Google. Fantastic service, Trainer was highly killed in course delivery and knowledge content. All questions answered. No pressure as regards learning and would highly recommend Samson for training needs.