Why book this course?

One of the most challenging tasks for any business is fielding customer complaints. Your responses not only need to appease the customer concerned and resolve their issues, but also present your business in the best possible light - particularly when navigating complaints or reviews posted on social media.

Our Dealing with Customer Complaints & Confrontation course is designed to help you understand the causes of difficult behaviour and customer complaints from customers, and deal with them in a confident manner. Whether face to face, on the telephone or via social media, we will look at how you can diffuse confrontation with a customer without entering into an argument.

Who is the course for?

This course is ideal for anyone who regularly deals with customers either face-to-face, over the telephone or via social media.

It’s also useful for anyone that has previously or expects to have to deal with or handle difficult and confrontational customers, such as in a front-of-house environment.

What content will the course cover?

• Understand why customers complain

• Effectively listening, gaining understanding, showing empathy and building rapport

• Strategies for handling complaints and difficult customers

• Understanding the different behaviours displayed

• How to remain professional throughout the process

• Overcoming the obstacles to resolving the complaint

• Knowing what to say, and not what to say

• Knowing how to differentiate between work and personal emotions

• Keeping your cool and not taking things personally

• Learning how to say no without causing offence

• How to diffuse confrontation professionally.

What will I get out of the training?

We will explore and review the service you are offering, and what you can do to prevent complaints or conflict happening again. Using practical skills and effective communication, you will learn how to remain calm and professional in the most challenging circumstances, turning every potential problem into an opportunity.

At Kent Trainers, we’re proud to adapt our courses to the needs of businesses across the region. Our Dealing with Customer Complaints & Confrontation course focuses on open discussion and feedback to give you a tailored training experience. By discussing the issues that affect you, you’ll gain an understanding of customer complaints that applies to your workplace, and bolsters your personal skill set.

What is the duration of this course?

This is a 1-day course.

The timings and format for our courses are as follows:

• In-house & bespoke courses, held virtually or at a venue of your choice

For all in-house training courses, we will adapt the timings and format for each day around the needs of your organisation and team. Please get in touch with us to discuss your requirements.

• Scheduled training courses held at one of our venues

Courses commence at 9:30am and finish at approximately 4:30pm. A hot and cold buffet lunch is included on all our scheduled courses, and refreshments are provided throughout the day.

• Scheduled training courses held virtually

Unless specified, courses commence at 9:30am and finish at approximately 4:00pm.  The day is broken up into modules, both online and offline to ensure engagement and interaction.  We also ensure that there are plenty of comfort breaks throughout the day.