Handling Customer Complaints Positively (Online Training)

Course Objectives

To identify why customers become ‘difficult’ and the consequences faced by the organization as a result. This two day interactive course will show delegates how to handle difficult situations with greater confidence and skill enabling them to turn it into a long term customer relationship.

.Participants will learn to:

  • Develop skills in handling challenging customer service situations and difficult customers
  • Increase levels of confidence when dealing with difficult situations
  • How to deal with unacceptable behavior
  • How to address difficult customer situations assertively
  • Learn how to communicate calmly and professionally under pressure
  • Learning to compromise

Target Audience

  • Account Managers & Representatives
  • Customer service representatives (CSRs)
  • Call center personnel
  • Front / Help desk personnel
  • Tellers
  • Business Professionals


This Live Online / Virtual Training session will be conducted via a Live Streaming Platform in which the trainer will use interactive lecture and slide presentation to cover the modules stated below.

Course Modules

  • Module 1: Sharing Difficult Customer Situations
    – Icebreaker
    – Building a foundation for – Case study & group presentations
    – Understanding your customers complaints – Case study
    – Uncovering customer expectations – Group exercises

  • Module 2: Identifying Areas That Can Go Wrong Between Customer Relationship
    – Moments of Truth
    – Service Cycle
    – Appreciate how delivering excellent customer service reduces your personal stress at work

  • Module 3: Managing Different Customer Types
    – Understanding 7 different customer type
    – Prepare yourself to handle the different customers types by knowing how and where they get their expectations
    – Communicating calmly and confidently under pressure and conveying your message in a
    professional manner

  • Module 4: Different Communication Channels & Effect – Telephone & Face-To-Face
    – Avoiding the most common telephone mistakes
    – Establishing Rapport- Role Play
    – What works in Face to Face Communication
    – Using a positive tone

  • Module 5: Handing Complaints Using The Asap Technique
    – Being on the ‘Firing Line’ – The ASAP Technique
    – Learn to recognize warning signs
    – Deal more confidently with conflict situations
    – Emotional Triggers of conflict
    – Deal more confidently with upset customers
    – Asking pertinent questions and gathering the facts
    – Ensuring the Customer Feels Listened To

  • Module 6: Service Recovery
    – Understanding Service Recovery
    – Brainstorming
    – Putting it into Practice

  • Module 7: Taking A Methodical Approach To Solving Problems
    – Isolating the probable problem source
    – Finding and delivering a solution
    – Knowing when to escalate

  • Module 8: Focusing On Prevention
    – Distinguishing symptoms from root causes
    – Analyzing both positive and negative trends
    – Performing root cause analysis
    – Taking corrective and preventive action

Get To Know The Trainer

Trainer Anita


Anita has intense dedication towards improving personal and organizational performances. With a track record of 9 years in the corporate sector, Anita brings extensive experience from the corporate world and is now considered amongst the new breed of dynamic “Human Relations Trainers” blending practical concerns. She is a certified NLP Practitioner who believes one needs to be able to communicate with and influence oneself, family, friends, colleagues or clients. She believes that professionally, everyone needs to understand how important it is to be able to make oneself understood and to influence effectively. It takes a real skill to understand and grasp new concepts quickly from others and to be able to communicate at all levels.

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RRP RM1,150/DAY   SAVE RM325

*T&C Applies


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