On course for success

Effective Complaint Handling

Programme Overview

Customers are important in ensuring the survival and sustainability of any company or organisation. Customers have the right to receive an excellent level of customer service and experience. Customers who complain are offering companies and organisations a chance to identify and resolve problems, demonstrate excellent service and keep customers loyal. Companies and organisations, however, cannot stop customers from having concerns about the level of their customer service and making a complaint to the service provider. What is important is how the staff receiving the complaint deals with and handles the upset customer.

This 2-day training programme will benefit frontline staff, staff in the customer-facing roles and staff who serve and deal with customers regularly. It is also suitable for staff who are working in customer service or complaint handling departments. This training programme will provide participants with the crucial skills, techniques and tools to improve their customer services.

Participants will have the opportunity to apply the tips, methods and toolkits via roleplaying scenarios and how to overcome the challenges posed when handling a complaint or an upset customer.

Programme Objectives

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

  • Appreciate the importance of attending to and responding to complaining customers;
  • Recognise the key skills and qualities needed to handle the customer effectively;
  • Understand and effectively apply the methods, techniques and toolkits on how to handle complaints or an upset customer;
  • Appreciate and understand the importance of being prepared when handling a complaining or an upset customer;
  • Understand the different types of complaining customers and how to handle them;
  • Effectively manage and control the conversation with complaining or upset customers; and
  • Handle and respond to work-related complaints more confidently.

Who should attend

  • Frontline staff and customer-facing staff who serve and handle customers daily or on a regular basis
  • Staff who are in customer servicing departments, such as customer service or complaint department
  • Individuals who are keen to sharpen their skills in handling angry and upset customers



The workshop will be supported with:

  • A printed visual presentation slides and space for personal notes
  • Relevant individual work exercises, group work exercises and participants’ presentations
  • Sharing and application of complaint handling related concepts and toolkits
  • Learning enhancement activities with facilitated group/individual review and feedback sessions
  • Video recordings of role-plays and video viewing to enhance learning
  • Sharing of best practices by our consultant/trainer from actual work application and experience.

Programme Outline

Modules Programme Description
Introduction to
complaint handling
  • What is Complaint Handling
  • The importance of handling complaints quickly and effectively
  • Challenges of handling complaining customers
  • Frontline staff’s role and responsibility in the Complaint
  • Handling Process
  • Attributes and skills that handling staff must have
  • Group activity with facilitated review by Facilitator/Trainer
The complaint handling
concepts and strategies
  • Understanding the concepts in handling complaints
  • Understanding the strategies that can help handle and resolve customer complaints
Types of complaining customers
  • Understanding the different types of complaining customers
  • Understanding the different styles of handling these customers
  • Apply the methods and toolkits on how to handle these customers
  • Role-play activity with facilitated review by facilitator/trainer
Communicating with a
complainant or an upset
  • How to respond effectively to upset customers
  • Dealing with hostility and personal abuse
  • Diffusing angry customers
  • Maintaining control and empathy
  • Questioning and listening skills
  • Design and use of customer scripts
  • Team Activity with facilitated review by Facilitator/Trainer
Documenting customer
  • Importance of documenting
  • What to document
  • File note of conversation
  • How to follow up
Handling complaints received
through telephone calls
  • Steps to handle upset customers over the phone
  • Role-play activity with facilitated review and feedback by Facilitator/Trainer
Agreeing on appropriate course
of action with customers
  • Making commitments
  • Honouring promises
  • Escalating complaints
  • Authority and power of complaint handler
Overall Learning Application
(Role-play Session)
  • Application of learning in an individual role-play session or practising work-related complaint scenarios
  • Facilitated group review and coaching and feedback sessions by facilitator/trainer

Programme Delivery

Date Time
16-17 November 2022 8:30am to 12:00pm & 1:30pm to 5:00pm

Your investment

Stakeholder Non-stakeholder
$ 700.00 (20%SBS) $ 800.00


Download Brochure Here
▲ Top