A highly interactive training course on

Certified Customer Complaints Handler Training Course

Coventry Academy -  Certified Customer Complaints Handler Training Course

Course Schedules

 03-07 Jun 2024
 26-30 Aug 2024
 09-13 Dec 2024

Training course overview

Welcome to the Certified Customer Complaints Handler Training Course. This online training course is your gateway to becoming a certified expert in the art of effectively managing and resolving customer complaints.

In today's dynamic business environment, customer satisfaction and loyalty are paramount. A key factor in achieving this is the ability to handle customer complaints with skill and professionalism. A well-handled complaint not only resolves an issue but can also turn a dissatisfied customer into a loyal advocate for your brand.

This online training course is designed to provide you with the knowledge and tools necessary to excel in the challenging yet rewarding field of customer complaints handling. Throughout the course, you will delve into the intricacies of complaint resolution, communication techniques, and proactive strategies for preventing future complaints.

What are the goals?

By the end of this online training course, participants will be able to:

  • Understand the pivotal role of effective customer complaints handling in business success
  • Develop and implement a structured complaint resolution process
  • Identify root causes of complaints and implement preventive measures
  • Master conflict resolution and de-escalation techniques
  • Enhance your communication, active listening, and empathy skills
  • Create positive customer experiences through efficient complaint resolution
  • Attain certification as a Certified Customer Complaints Handler, validating your expertise

Who is this training course for?

This online training course is suitable to a wide range of professionals but will greatly benefit:

  • Customer service representatives
  • Frontline staff
  • Supervisors
  • Managers
  • Individuals seeking to enhance their customer-centric skills

Course Outline

Day One: Introduction to Customer Complaints Handling
  • Overview of the course and its objectives
  • Importance of effective complaint handling
  • Types and sources of customer complaints
  • The impact of unresolved complaints on businesses
Day Two: Complaint Handling Process
  • Developing a complaint handling process
  • Steps in effective complaint resolution
  • Setting realistic expectations for complaint resolution
Day Three: Root Cause Analysis
  • Identifying the root causes of complaints
  • Fishbone (Ishikawa) diagram technique
  • Pareto analysis for prioritizing issues
Day Four: Conflict Resolution and De-escalation
  • Understanding conflict in complaint situations
  • Techniques for de-escalating customer emotions
  • Conflict resolution strategies
  • Handling escalated complaints and when to involve supervisors
Day Five: Continuous Improvement and Feedback
  • The importance of feedback loops in complaint management
  • Establishing a feedback system
  • Key performance indicators (KPIs) for complaint handling
  • Using customer feedback for process improvement
  • Course wrap-up, certificates, and closing remarks


Coventry Academy Professional Development Certification

The certificate

  • Coventry Academy e-Certificate of Attendance will be provided to delegates who attend and complete the course
  • Delegates who fully attend this course, and successfully pass the CPDC assessment, will receive an e-Certificate from Coventry Academy Professional Certification (CAPC)® 

Coventry Academy
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