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Effective Complaint Handling

Turning a complaint into an opportunity and dealing with "difficult" customer situations

This training is for all employees with customer contact. 

Seminar Goals


Participants are made aware of the importance of understanding the customer’s expectations and the value they place on service delivery. They will learn the basics of communication as it relates to handling difficult situations with customers. The course will show the opportunities a complaint can provide and the danger impacts if a complaint is mishandled. Participants will explore the steps that can be applied to effectively handle and solve customer complaints.
Duration: 1 Day 


Seminar Topics

  • Services and performances – a job or a responsibility?
  • The advantages and disadvantages of complaints
  • The negative and positive impact of professional complaint handling
  • Understanding customer feelings
  • Identifying different customer expectations
  • The various guest types and their typical behaviours
  • The responsibilities of each team member when it comes to customers satisfaction
  • Typical customer behaviour when a complaint is articulated
  • Exploring the emotional and factual levels of communication
  • Dealing with aggressive customers
  • The difference between a critical comment and a complaint
  • Defining the difference between critical comments and complaints
  • Applying the 6-step approach to handling complaints
  • Utilizing the WINNER Formula
  • Utilizing positive phrasing when dealing with difficult situations
  • Team exercises and practical examples
  • Practice exercises using video-feedback  


Find Out More

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