Training, Consultation & General services Company
  • (+20) 25215059 / (+2) 01118867769

  • Maadi, Cairo – Egypt
    1st Floor, 15 Road 256

  • Working Hours
    From 08:00 am to 16:00 pm

Handling Customer Complaints

Course Purposes

This Training Course aims to help businesses increase customer loyalty and retention by providing the skills and knowledge needed to deal with customer complaints effectively.

Course Objectives:

By the end of this course each attendee will be able to
  • Learn how to satisfy your customer
  • Acquire the skills to calm your customers
  • Follow a scientific process to solve customer complaints
  • Manage yourself while dealing with hostile customers
  • Turn complaints to a competitive advantage for your organization

Course Contents

  •  Definition
  •   Importance
  •  Types


Customer dissatisfaction reasons
Reasons why customers don’t complain
Word of mouth impact
Generating more complaints
Gift formula for complaints
Service recovery principle
Calming upset customers
Handling complaint process: HEAT
Measure customer satisfaction
Self-management while personal criticism
Develop a complaint friendly environment
Various application through games, activities & role-plays

Course Recipients

This course is suited for
  • Customer service & any professional in contact of customer complaints


2 Days

Methodology of teaching

Classroom lectures, Videos & Practical Training and Exercises


Core Certificate

Available DATE

Duration Start End
2 Days 2018-01-21 2018-01-22 Apply

2 Days 2018-03-04 2018-03-05 Apply

2 Days 2018-05-02 2018-05-03 Apply

2 Days 2018-08-05 2018-08-06 Apply

2 Days 2018-10-14 2018-10-15 Apply

2 Days 2018-11-04 2018-11-05 Apply

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