About this Event
Event Details
- Duration: 1-Day Practical Training (8 Hours)
- Timing: 9:00 AM – 5:00 PM (including breaks)
- Location: Location shared via email ( Complete Address )
- Format: Classroom Training (Virtual option available on request)
- Language: English
- Certificate: Course Completion Certificate
- PDUs Awarded: 8 Professional Development Units
- Contact: [email protected]
Event Description
Customer complaints are inevitable — but losing customers doesn’t have to be.
This Complaint Handling Skills 1 Day Workshop is designed to help customer-facing professionals confidently manage complaints, difficult conversations, and emotionally charged situations. Participants will learn practical techniques to resolve issues effectively, reduce conflict, and turn unhappy customers into loyal advocates.
In today’s digital world, one negative experience can quickly become a public review. That’s why organisations must equip their teams with the right skills, mindset, and communication strategies to handle complaints professionally and consistently.
This highly interactive workshop focuses on:
• Understanding why complaints are valuable to business growth
• Building empathy and emotional intelligence
• Managing hostile or abusive customers calmly
• Applying a structured complaint resolution framework (AURA approach)
• Communicating with confidence under pressure
• Turning customer dissatisfaction into positive outcomes
Through group discussions, case studies, simulations, and role-play exercises, participants gain hands-on experience and real-world tools they can apply immediately in the workplace.
Who Should Attend
• Customer Service Representatives
• Front Desk & Support Staff
• Call Centre Executives
• Sales & Relationship Managers
• Team Leaders & Supervisors
• Anyone dealing directly with customers
No prior experience required.
Learning Outcomes
By the end of this workshop, participants will be able to:
• Explain why effective complaint handling is critical to business success
• Respond to customer complaints confidently and consistently
• Use the AURA framework to resolve issues professionally
• Demonstrate empathy and active listening
• Handle hostile customers calmly and constructively
• Prevent escalation and manage emotional situations
• Turn complaints into opportunities for customer retention
09:00 – 09:30
Welcome & Workshop Overview
Introductions
Participant expectations
Understanding the impact of customer complaints
09:30 – 10:30
Module 1: Why Complaints Are Good for Business
The hidden value of customer feedback
Cost of losing customers vs retaining them
Changing mindset: from problem to opportunity
Group activity: learning from real complaint scenarios
10:30 – 10:45
☕ Morning Break
10:45 – 11:45
Module 2: How Complaints Go Wrong
Common mistakes in complaint handling
Behaviours that escalate situations
Self-reflection exercise based on past experiences
Identifying personal improvement areas
11:45 – 12:45
Module 3: The AURA Complaint Handling Framework
Acknowledge
Understand
Respond
Act
Applying AURA step-by-step
Case study practice in small groups
12:45 – 01:45
🍽 Lunch Break
01:45 – 02:45
Module 4: Core Complaint Handling Skills
Building empathy and rapport
Active listening techniques
Managing emotions and staying professional
Clear communication under pressure
02:45 – 03:30
Module 5: Handling Hostile Customers
Understanding customer anger
De-escalation techniques
Maintaining control in difficult conversations
Practical strategies for challenging interactions
03:30 – 03:45
☕ Afternoon Break
03:45 – 04:30
Module 6: Managing Personal Abuse Professionally
Setting boundaries respectfully
Protecting your confidence and wellbeing
What to say when customers cross the line
Group discussion and examples
04:30 – 05:00
Module 7: Complaint Handling Practice & Action Planning
Role-play simulations
Feedback and coaching
Personal action plan
Workshop wrap-up and key takeaways
Training Methodology
• Interactive discussions
• Group activities
• Case studies
• Role plays & simulations
• Practical exercises
• Real-world examples
Key Benefits
✔ Improve customer satisfaction
✔ Reduce escalations and complaints
✔ Build staff confidence
✔ Enhance communication skills
✔ Strengthen brand reputation
✔ Increase customer loyalty
🎓 Certification
All participants will receive a Certificate of Completion from LearneRRing, recognizing their achievement.
Exclusive OffersGroup Discounts:10% off for groups of 5-10 participants15% off for groups of 11-20 participants
Corporate & Team Training Available
Want this course delivered at your workplace or for your team? We offer customized onsite and virtual sessions for companies.📩 Email us at [email protected] for details.
Event Venue & Nearby Stays
For venue details reach us at [email protected], PH: +1 505 369 2908, Toledo, United States
USD 519.25 to USD 1452.55
