A well-handled complaint can turn an angry customer into your most loyal advocate — service recovery is one of the most powerful tools in customer care. This program equips participants with practical complaint handling and service recovery skills, covering how to respond to complaints calmly, resolve them effectively, and rebuild trust.
As how organisations handle complaints shapes their reputation, these skills are highly valued. This course combines complaint handling with service recovery technique and introduces emerging trends in customer recovery.
Course Objectives
Upon the successful completion of this program, attendees will be able to:
- Understand complaint handling concepts
- Understand why complaints matter
- Understand the service recovery paradox
- Welcome and encourage feedback
- Stay calm under pressure
- Listen to and acknowledge complaints
- Empathise with customers
- Apologise effectively
- Investigate and understand the issue
- Resolve complaints fairly
- Apply service recovery steps
- Handle angry and difficult customers
- Manage complaints across channels
- Follow up and rebuild trust
- Learn from complaints to improve
- Apply emerging trends in customer recovery
Course Outline
- Module 1: Complaint Handling Concepts
- Module 2: Why Complaints Matter
- Module 3: The Service Recovery Paradox
- Module 4: Welcoming Feedback
- Module 5: Staying Calm Under Pressure
- Module 6: Listening & Acknowledging
- Module 7: Empathising with Customers
- Module 8: Apologising Effectively
- Module 9: Investigating the Issue
- Module 10: Resolving Complaints Fairly
- Module 11: Service Recovery Steps
- Module 12: Handling Angry Customers
- Module 13: Complaints Across Channels
- Module 14: Following Up & Rebuilding Trust
- Module 15: Emerging Trends: Customer Recovery
Who Should Attend
This course is suitable for customer service staff, front-line teams, and anyone who handles customer complaints and wants to resolve them effectively. No prior experience is required.
Registration & Inquiry
For more details & inquiry, please contact us at:
