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Customer Service and Complaint Handling

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Customer Service and Complaint Handling

Course Background:

This course will provide participants with the essential skills necessary for dealing with customers. Participants will develop a greater understanding of customer needs and how to deal with these needs confidently and efficiently.

Course Content:

  • Principles driving Customer Service
  • Getting ahead of difficult customers
    • Tips to being positive during difficult customer situations
    • Tips on de-escalating and managing emotions
    • Turning complaint into opportunities
  • Driving confidence, basic assertiveness & building rapport
    • Question and probing techniques
  • Behavioural Skills
    • What are behavioural skills and the importance?
    • Communication skills: active listening, questioning, verifying, and explaining.
    • Emotional Intelligence
    • Empathy
  • Time management in customer service
    • Prioritizing tasks
    • Managing customer expectations
    • Handling multiple tasks simultaneously
  • Best practices in customer care
    • Providing personalized service
    • Building customer loyalty
    • Creating a positive customer experience

Learning Outcomes:

Upon successful completion of this course, participants will gain the skills and knowledge necessary to:

  • Improve customer service skills
  • Reduced customer complaints
  • Convert complaints into opportunities
  • Deal with difficult customers confidently
  • Increased customer satisfaction
  • Communicate effectively with customers

This Course is Designed For:

Anyone in a front-line position of customer service.

Training Methodology:

This course is classroom-based, or online, it is highly interactive with role-playing playing and practical exercises to reinforce the participants understanding and learning.

Duration of the Course:

1 day.


Upon successful completion of this course, participants will receive a certificate in customer service and complaint handling.

  • Duaration of the Course
  • Participants
  • Certification
  • Google My Business Reviews
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Sarah Thomas
Training was well prepared and well presented. The course added value to my day to day. Thank you Samson Training and Kean specifically. I enjoyed your "funny but not funny" jokes :)
Bonnie Reidy
Excellent cCourse and well presented
Bonnie O'Connor
Even through a pandemic , samsung training met all our needs and requirements to get us over the finish line and qualify to first aid responders. A very interesting course that covered everything. would highly recommend
Elzbieta Filipowicz
I would like to say I found the course very interesting and really enjoyable. I want to commend Cheryl on how she presented the course. She went into great detail and I left the course very happy and I learned a lot.
Ciara Kenny
Excellent course and great communication throughout from team.
Conor McElvaney
Even through the Pandemic Chris and the team succeeded in delivering our manual handling instructors course - delighted !
Sarah Cummins
Positive: Quality
British Health
Modern, thorough and very well organised approach to training and certification. 5 Star service - thanks to Chris and his team
David Powell
Outstanding Training Company