Handling Complaints

This workshop focuses on why customers complain, how to handle difficult situations and how to maintain the ongoing relationship with your customer.

In most cases, when a customer complains it means that the service delivery has not met with their expectation. It may not seem like it at the time, but complaints are actually a gift. They provide you with an opportunity to look at the service you deliver and to consider how the customer service can be improved.

It’s important that employees never assume that complaints are not genuine. The majority of people don’t complain without good reason. Every situation needs to be fully explored so that successful service recovery can be implemented and managed.

In House Workshops

Customer Service: The Basics

This workshop covers the fundamentals of Customer Service. It’s a good starting point for new team members and a useful refresher for existing employees.

Delivering a 5-Star Customer Experience

This workshop will help you deliver a 5-Star customer experience every time.

Essential Telephone Skills

It takes approximately 3 seconds for a customer to form an impression of a company over the telephone and that impression is based initially on tone of voice then words. Therefore, the right impressions must be created every time in order for the customers to want to continue with the conversation.

Managing Customer Expectations

Customers are the lifeblood of a business; all businesses need customers to thrive and to grow. The world we live in is constantly changing and our customer expectations are changing with it.

Identifying Your Customer’s Journey

This workshop helps you understand and identify all the touch-points a customer has with your company before they make a purchase, throughout the sales process and beyond.


Building relationships with existing and potential customers while promoting products and/or services over the telephone, within a specific timeframe takes both skill and commitment.

Handling Complaints

This workshop focuses on why customers complain, how to handle difficult situations and maintain the ongoing relationship with your customer.

Introducing a Customer Service Strategy

Business success depends on a customer-centric approach to service. This workshop explores why consistency across your organisation, together with external and internal communication are essential elements in a Customer Service Strategy.

Up Selling & Cross Selling

This workshop looks at selling skills and techniques to up-sell or cross-sell products and services to existing customers.