• اللغة العربية
Certificate in Effective Customer Complaints, Management and Resolution

An Intensive 5-day Training Course

Certificate in
Effective Customer Complaints,
Management and Resolution

UPCOMING SESSIONS

Classroom sessions
DateVenueFee
26-30 May 2025London - UK$5,950RESERVE A SEAT
15-19 Sep 2025London - UK$5,950RESERVE A SEAT
24-28 Nov 2025Dubai - UAE$5,950RESERVE A SEAT

Training Course Overview

Our Certificate in Effective Customer Complaints Management and Resolution training course is tailored to provide participants with the vital skills and knowledge required for proficiently handling and managing customer complaints. Recognizing that customer complaints serve as invaluable feedback and can greatly influence an organization's reputation and financial performance, it becomes imperative for businesses to address complaints in a professional manner and strive for satisfactory resolutions. This course offers practical insights and strategies aimed at adeptly managing complaints, bolstering customer relations, and elevating the overall customer experience.

Training Course Objectives

By the end of this training course, participants will be able to:

  • Understand the importance of effective customer complaints handling and its impact on business success
  • Develop and implement a structured complaint handling process
  • Identify and address the root causes of customer complaints to prevent recurrence
  • Apply conflict resolution and de-escalation techniques to handle challenging customer interactions
  • Utilize feedback loops for continuous improvement in complaint management
  • Enhance customer satisfaction and loyalty through effective complaint resolution

Designed for

This training course is suitable to a wide range of professionals but will greatly benefit:

  • Customer service representatives
  • Frontline staff interacting with customers
  • Customer support teams
  • Supervisors and team leads
  • Managers responsible for customer service and satisfaction
  • Quality assurance and process improvement specialists
  • Anyone interested in improving their skills in customer complaints handling and management

The Course Outline

Day One: Introduction to Customer Complaints Handling
  • Overview of the course and its objectives
  • Importance of effective complaint handling
  • Types and sources of customer complaints
  • The impact of unresolved complaints on businesses
Day Two: Complaint Handling Process
  • Developing a complaint handling process
  • Steps in effective complaint resolution
  • Setting realistic expectations for complaint resolution
Day Three: Root Cause Analysis
  • Identifying the root causes of complaints
  • Fishbone (Ishikawa) diagram technique
  • Pareto analysis for prioritizing issues
Day Four: Conflict Resolution and De-escalation
  • Understanding conflict in complaint situations
  • Techniques for de-escalating customer emotions
  • Conflict resolution strategies
  • Handling escalated complaints and when to involve supervisors
Day Five: Continuous Improvement and Feedback
  • The importance of feedback loops in complaint management
  • Establishing a feedback system
  • Key performance indicators (KPIs) for complaint handling
  • Using customer feedback for process improvement
  • Course wrap-up, certificates, and closing remarks

The Certificate

  • Anderson Certificate of Completion will be provided to delegates who attend and complete the course.
Course Enquiry

    Download Course
    BROCHURE
    Course Category
    Do you want this training to be held on your premises?
    Learn more about our In-house solutions
    FREQUENTLY ASKED QUESTIONS

    Learn More About
    this course

    How can I register for a training course?

    There are several convenient ways to register for our training programs:

    • Online: Explore our training calendar, choose the course that suits your needs, and click the “Register Now” button on the course details page.
    • Email: Share your details, including your name, organization, email address, and selected course, by sending an email to  info@anderson.ae
    • Phone: Reach out to us directly at +971 4 273 3503, and our team will guide you through the registration process.

    When will I receive confirmation of my registration?

    Once your registration is successfully completed, you will receive a confirmation email within 24 hours. This email will contain your registration details, invoice, and the necessary joining instructions for the course.

    What does the training fee cover?

    The training fees include full access to the training venue, along with comprehensive training materials to enhance your learning experience. Additionally, participants will be provided with writing supplies and stationery. To ensure comfort and convenience, the fee also covers lunch and refreshing coffee breaks throughout the duration of the course.

    Where are your training courses held?

    Our training programs are hosted at luxurious five-star hotels in prestigious destinations across the globe. Some of our popular locations include Dubai, London, Kuala Lumpur, Amsterdam, New York, Paris, Vienna, and many other iconic cities.

    Can I request customized corporate training?

    Yes, we offer tailored corporate training solutions to meet your organization’s specific needs. Please contact us at info@anderson.ae or call +971 4 273 3503 for more information.

    Still have questions?
    Can’t find the what you are looking for? Contact us and we’ll be happy to assist you.
    Enhance Your Skills

    RELATED COURSES

    Managing Customers for Competitive Advantage
    Managing Customers for Competitive Advantage
    The ability to attract, satisfy, and retain customers is fundamental to business success and driving profitability. Studies show that acquiring...
    Learn more
    Certificate in Customer Service Management
    Certificate in Customer Service Management
    This dynamic training course offers you the tools, insights, and industry best practices essential for elevating customer relationships and fostering...
    Learn more
    Customer Experience Perfection for Modern Managers
    Customer Experience Perfection for Modern Managers
    Today's customers are exceptionally informed, connected, and empowered. In this customer-centric landscape, managers must prioritize the customer experience (CX) to...
    Learn more
    Enhancing Customer Satisfaction and Loyalty with ISO 10001-10004 Compliance
    Enhancing Customer Satisfaction and Loyalty with ISO 10001-10004 Compliance
    In today's competitive business environment, achieving and maintaining high levels of customer satisfaction and loyalty are critical for organizational success....
    Learn more
    Enhancing Customer Satisfaction and Loyalty with ISO 10001-10004 Compliance
    Enhancing Customer Satisfaction and Loyalty with ISO 10001-10004 Compliance
    In today's competitive business environment, achieving and maintaining high levels of customer satisfaction and loyalty are critical for organizational success....
    Learn more
    Customer Experience Perfection for Modern Managers
    Customer Experience Perfection for Modern Managers
    Today's customers are exceptionally informed, connected, and empowered. In this customer-centric landscape, managers must prioritize the customer experience (CX) to...
    Learn more
    Managing Customers for Competitive Advantage
    Managing Customers for Competitive Advantage
    The ability to attract, satisfy, and retain customers is fundamental to business success and driving profitability. Studies show that acquiring...
    Learn more
    Certificate in Customer Service Management
    Certificate in Customer Service Management
    This dynamic training course offers you the tools, insights, and industry best practices essential for elevating customer relationships and fostering...
    Learn more
    STAY UP TO DATE

    SIGN UP FOR OUR NEWSLETTER