How to Deal with Complaints

Do your customers feel Valued?

Or Neglected?

Do you Care? Can you afford not to?

Dissatisfied customers tell up to 20 people. Happy customers who get issues resolved tell 4-6 people - White House Office of Consumer Affairs

Which do you prefer?

96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1st Financial Training services

Is it worth it?

  • 70% of buying experiences are based on how the customer feels they are being treated – McKinsey
  • A 5% reduction in the customer defection rate can increase profits by 5 – 95% – Bain & Company
  • According to the 2005 TMI Complaints Culture Research Project, 84% of people say that they complain sometimes, most of the time or always.However, only 21% of these people felt that their complaint had been dealt with in a way that left them feeling satisfied.

Service Excellence is very much about how organisations deal with customer complaints and how people are left feeling after their complaint has been dealt with. If this is done well, you can create loyal customers who feel valued, are more profitable and will act as advocates for your organisation.

Many employees still don’t feel they have the confidence or knowledge to be able to respond effectively to customer complaints.

This one day workshop looks at how you can leave your customers feeling valued and how to deal with complaints effectively, in order to be recognised as a high quality organisation that exceeds customer expectations.

Learning Outcomes

Attendance at this course will provide you with the knowledge and skills that you can take back to your workplace to the benefit of yourself and the organisation, including:

  • Recognising how effective communication builds better relationships

  • Improving your ability to influence others through understanding and communication

  • Understanding the power of active listening and responding skills

  • Recognising the value of feedback

  • Improving the way we manage difficult situations

  • Enabling you to turn an ‘OUCH’ into a WOW’!

This one day course is designed to help you leave your customers feeling valued. It is aimed at those who regularly deal with customer complaints and want to learn how to exceed customer expectations. This course will be delivered by our Consultant Trainers: Helen Hamilton & Tim Ashcroft and is available as an inhouse course tailored to each client.

Download more information on this course here:

Dealing with Complaints Dealing with Complaints (1130 KB)

For more information in general about our courses contact: T: 01606 551122  E:

Contact Details


Unit 18 Blakemere Village
 Chester Road


Call Us: 01606 551122

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