Live Seminar: Advanced Customer Service & Complaint Handling

Advanced Customer Service & Complaint Handling

Course Description

Handling customer complaints day in and day out is demanding—mentally, emotionally, and physically. It requires resilience, emotional intelligence, and the ability to stay calm under pressure while processing information and finding appropriate solutions to de-escalate problems for the customer. This Advanced Customer Service and Complaint Handling training program is designed to equip professionals with the skills and strategies to manage complex customer issues with confidence, empathy, and professionalism. Participants will learn to handle challenging interactions, understand customer psychology, and ensure resolution consistency.

Performance Objectives

Upon completion of this workshop, participants will be able to use their emotional strengths for conflict resolution, apply advanced communication techniques to de-escalate challenging situations, and implement best practices for documenting and handover processes to ensure resolution continuity.

Learning Objectives

By the end of this course, the participants shall be able to:

- Analyze emotional & mental skills needed for effective complaint handling

- Identify and relate to the root causes of complaints

- Apply collaborative listening and problem-solving techniques to resolve issues

- Demonstrate communication techniques to de-escalate conflicts and document resolutions

- Maintain consistency in customer service standards during callbacks and handovers

Course Topic Highlights

1. Understanding Yourself & Customer Conflict Resolution

2. Emotional & Mental Strengths to Develop

3. Complaint Handling KPIs We Are Graded On

4. Effects of Good & Bad Customer Conflict Resolution

5. Understanding the Types of Difficult Customers and the Root of Complaints

6. Anatomy of a Complaint

7. First Call Resolution Realities – Removing Bottlenecks

8. Collaborative Listening & Problem-Solving

9. Documenting, Handovers, and Resolutions

10. Customer Complaint Handling Clinic

11. Verbal Communication & De-escalation Techniques

12. Written Communication & Handover for Resolution

13. Consistency in CS standard for Call-backs & Handovers on Unresolved Complaints

Who Should Attend?

This course is ideal for customer service professionals, team leaders, supervisors and frontliners who handle complex complaints and want to enhance their conflict resolution and communication skills or for those seeking to build resilience and emotional intelligence in high pressure customer interactions.

For more info, you may contact us through:

Tel#: (632) 8687-4645, 8687-3416

Mobile/Viber#: (0917) 6372471, (0912) 2231826, (0917) 1357279

Email: aW5mbyB8IGJ1c2luZXNzbWFrZXItYWNhZGVteSAhIGNvbQ==

www.businessmaker-academy.com

www.hrclubphilippines.com

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