Customer Service & Complaint Handling

  • 7th July 2020 - 8th July 2020
    9:30 am - 1:00 pm

Course duration: 1 day

Additional notes for course: 1 day course over 2 mornings online 7th & 8th July am only


Details Price Qty
Customer Service & Complaint Handlingshow details + €100.00 (EUR)  

Course overview

Build confidence with customers, manage complaints effectively & deliver a great customer experience

Aims and objectives

The aim of this workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers both on the telephone and on a face to face basis.  Participants will learn the importance of managing and exceeding expectations at every step of the service cycle and effectively deal with complaints in a calm and assertive way, without reacting inappropriately resulting in satisfied and loyal customers.

Who should attend

A practical and interactive one-day workshop, the course is designed for all who work directly with customers both on the telephone or on a face to face basis – includes managers, field support, administrators, reception, managers, customer service etc.

Course content

Workshop Content:

  • The essence of effective communication to meet customer’s expectations
  • A complaint is a gift – the opportunity to create a positive outcome
  • The importance of a positive attitude to create great first impressions
  • The traffic lights philosophy for measuring a customer’s reaction
  • Handle telephone calls with confidence & maintain control even under pressure
  • The power of body language to get on the customers side and make a connection
  • Essential and active listening skills and the importance of showing empathy
  • Understand what customer’s really want – ask the right questions to meet expectations
  • Tone of voice – it’s not what we say, it’s how we say it
  • Encourage and motivate feedback and complaints from customers to improve business
  • Distinguish between what you can control and what you can influence for a positive outcome
  • Measure the severity of complaints to provide the appropriate response required
  • Work under pressure to defuse the situation – deal with criticism, remain calm & speak clearly
  • Assertive behaviour – the appropriate behaviour for interacting with customers
  • Manage different types of customers and difficult situations positively
  • Excel in service recovery management & always follow up – from complaint to satisfaction

Training method

The training will take the form of a one-day workshop, with group discussions, exercises & feedback based on individual/group needs.  Each participant will receive a workshop manual.  Follow up mentoring and training can be provided with this workshop.

Skills learned

After completing the workshop, each participant will be able to:

  • Apply highly developed communication skills for improved customer relations
  • Adjust your mind-set and avert complacency – look at things through the eyes of the customer
  • Build confidence with customers, whilst portraying a helpful and friendly attitude
  • Learn the power of body language to communicate effectively especially with groups of people
  • Use the telephone effectively to create the right impression even under pressure
  • Put customers at ease, build trust and create empathy to make a connection
  • Learn to really listen to customers, ask the right questions and understand their needs
  • Talk to customers in their own language – know what to say and how to say it
  • Encourage customer feedback and make it easy for customers to complain
  • Learn to be assertive when dealing with different personalities and irate customers
  • Avoid defensive behaviour and trigger words that irate customers
  • Deal with criticism, remain calm, speak clearly and defuse the situation
  • Differentiate between different levels of dissatisfaction and respond appropriately
  • Resolve customer complaints and difficult situations in a confident and competent manner
  • Keep promises, keep customers informed, meet expectations & respond quickly and effectively

Corona Virus Update

Positive2Work Skillnet is fully supportive of the Government’s efforts to effectively address and limit the spread of COVID-19 and to safeguard the protection of public health and that of our stakeholders.

Positive2Work Skillnet management team are continuing to work and are available to discuss any queries that our businesses or trainees have regarding our scheduled training programmes and supports for businesses.

In support of this national effort, Positive2Work Skillnet has postponed its public training courses until 19th April 2020.

Positive2Work Skillnet will continue to take bookings for programmes commencing at a later date in 2020, and for our online programmes.

We are also available to discuss your queries about any other future programmes we offer to our members.

Our Network contact details are.
NAME: Mark Brennan
PHONE: 085 1745779

We would remind our stakeholders that the HSE website is the authoritative source of information and advice on the situation regarding COVID-19 in Ireland.

We will keep this information updated in the coming weeks. Further information is also available on the Skillnet Ireland website at