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This session on handling complaints aims to help people to understand what makes people complain, how they want to be treated, and provides some ideas about how to handle complaints effectively. It is aimed at those in a face-to-face customer service role (e.g. retail, restuarants), but the content can be applied to those in call centres or B2B as well.


In particular, by the end of the Power Hour attendees will be able to:


  • Describe why people complain, and what they want when they complain
  • Use a 7-step approach to handling complaints to bring about a positive result
  • Suggest practical things that they can do to follow-up complaints and make sure that they don’t escalate

Download the Free Key Points Sheet and PowerPoint Slides in PDF format to get a taste of the content.

Handle Complaints - PDF Version

  • The Outline for this session is as follows: 

     •Welcome and Introduction – Trainer and delegate input

     •Why people complain – Post-it note exercise and discussion. Trainer input on triggers and escalators.

     •What customers want – Trainer input

     •The role of attitude and behaviour - (Optional) Reverse brainstorm activity

     •A 7-step process for handling complaints – Trainer input, discussion and delegate demonstration (role play)

     •Follow-through – Trainer–led discussion

     •In the customer’s shoes – (Optional) Perceptual positioning exercise

     •Summary and putting it into practice

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