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The Customer Experience Series -
Embracing Complaints and Problems

Duration

2 hours

Who is this for?

This workshop is for anyone who is customer facing and would like to experience and deal with customer complaints and problems in a constructive and positive way.

Course content

Not many people enjoy dealing with customer complaints however, in most businesses, they happen every day. Usually when a customer complains they have a good or genuine reason (they have made a purchase of a product or service that did not meet their expectation). A complaint does not mean the end of a relationship with that customer, in fact if it is handled well it can strengthen the relationship. Poorly handled complaints can be extremely costly to business.


  • What is a complaint and how does it make us feel?

  • Different types of complaints we deal with and how we perceive them

  • What does good customer complaint and problem handling look like?

  • Embracing complaints model

  • Practical exercises and tips to support successful complaint handling

  • Managing our personal state & the 5 pillars of resilience

  • Action planning

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