Complaint Handling Course

This course explains how to stay calm under pressure, not to overreact, and how to remain professional when managing issues. Customer expectations for speed, quality, cost control and delivery have increased and customers complain when their expectations are not met. When customers complain it can be a very stressful experience and remaining calm under pressure is key to retaining long-term customer loyalty.

It is designed to challenge your beliefs in managing customers’ expectations of you and your organisation, whether they are internal or external customers. You will leave the course with a personal action plan identifying the key changes to make, and skills to practise, to ensure you stay calm at all times regardless of the pressure of the situation.

Support

Dedicated team of trainers and staff, committed to delivering support and advice to our customers.

Experience

We have over 12 years experience providing training for individuals, small, medium and large companies.

Training Team

Our trainers combine professional know-how with experience in their chosen training field.

Quality Assured

Safeguard your training investment. We offer courses accredited by national and international certification bodies.

a few of the companies that trust dcm

Get the Customer Complaint Handling Course Brochure & 2024 Timetable Instantly

Full Course Outline

What's Inside the Brochure - Course Format; Trainer Profiles; Testimonials; Membership Details; Full 2024 & Fee.

Membership Details

By becoming a Member with DCM, you will gain access to exclusive free courses and substantial discounts on our certified courses.

Customer Stories

We work with the biggest brands in Ireland including Symantec, Keelings and Vodafone but don't just take our word for it.

Team Development Needs?

Do you have team development needs? An inhouse training solution is typically less expensive per head than publicly scheduled courses and provides greater business relevance.

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Why not try our free one of our Free 1 Day Live Virtual Courses. (30 to Choose From). We have topics including management, project management and lots more.

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We have delivered training courses to some of the biggest organisations in Ireland so you can have confidence in our ability to deliver the results you want to achieve.

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What is covered in this course?

By the end of this course you will be able to understand the change in your thinking and behaviour that is required to manage complaining customers.

Managing Customer Complaints

Why customers complain
Managing extremes of behaviour
Managing emotion

Managing Angry & Abusive Customers

Managing the issue and not the person
Managing your customer’s emotion
Staying calm under pressure

Generating Customer Loyalty

Listening & responding to the customer
Using the complaint to re-shape the 'customer experience'
Genuine customer service

Please Note: Each delegate will leave the course with an action plan for the workplace

Need Some Advice?

We have an excellent team who are more than happy to give you advice about the course. It doesn't matter what the question please ask, we'd be delighted to help.

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What We Do

Founded in Dublin, DCM Learning is fast becoming recognised as a leading training organisation. We work closely with industry to define the skills and qualifications required to thrive.

At our core, we believe people learn best by doing. We design fun, powerful experiences that have a profound and lasting impact on people and their careers, inspiring new ways of thinking, building critical capabilities and unleashing business success. We empower you to learn from fresh, high-quality content on the skills that matter, taught by leading experts.

Our Customers

We work with small and large companies, individuals, Government Agencies, Universities and blue-chip companies such as Keelings, Google, Zendesk, Novartis, IBM and Symantec, so you can have confidence in our ability to deliver the results you want to achieve.