Managing Complaints Course


Use these training course materials to teach teams to manage complaints like a professional. Starting with the basics and going all the way to introducing an effective complaint-handling process.

All the training course material you need to teach single-day courses.

Audience: All types of employees.

Get Managing Complaints Training Course Materials For Your Courses And Workshops.

Our comprehensive complaints training course has everything that you need to teach effective complaint-handling techniques to employees, or a small group of leaders. All content is 100% editable, allowing you to add your logo and branding to deliver the content as your own.

You can use this training material to share essential complaint management skills such as active listening, decisiveness, business awareness, empathy, and strong communication skills.

You course participants will understand the value of handling complaints within the organization, explore a practical complaint-handling approach, and manage and measure an effective complaint-handling process.

Learning Outcomes.

At the end of this Managing Complaints Training Course participants will:

  • Understand the value of handling complaints within the organization.
  • Understand and use a practical complaint-handling approach.
  • Be able to manage and measure an effective complaint-handling process.
  • Be able to introduce an effective complaint-handling process.


Topics Covered.

Here’s what is covered:

1. Introduction.

  • An effective complaint handling process.

2. The six key components of an effective complaint management process.

  • The importance of a contact point.
  • An investigation methodology.
  • The need for documentation.
  • Improving communication.
  • Resolution.
  • Implementation of learning/improvements.

3. The benefits of handling complaints within an organization.

  • How to build customer ambassadors.
  • How to increase customer loyalty.
  • Maintaining a customer base.
  • How to use customer complaints to increase profitability.

4. Five clear trends will emerge when complaints are handled poorly.

  • Customers leave due to dissatisfaction.
  • Competitors use the failure against you.
  • Loss of revenue/profit.
  • The potential demotivation of personnel involved in the process.
  • Loss of an opportunity to learn and improve.

5. A practical approach to complaint management.

  • The practical steps involved an effective complaint handling process.

6. Conclusion.

  • How to manage and measure an effective complaint management process.


Order Now And You’ll Receive

Instant access to everything you need.

  • Workbook.
  • Slide Deck.
  • Instructor Manual.
  • 17 Free Training Games.
  • 17 Free Training Icebreakers.
  • 15 Practical Training Guides.
  • 2 Course Tests.
  • Activities/Exercises.
  • A Reading List.
  • A Course Advertorial.
  • An Action Plan.

Managing Complaints Course