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Mastering Problem Resolution and Complaint Management

  • Overview ImageOverview
  • Outline ImageCourse Outline
  • Scheduled ImageScheduled Dates

Course Overview

This 10-day comprehensive course focuses on teaching participants the strategies and skills necessary to effectively handle problems and manage complaints in a professional manner. The course will cover a variety of topics, including understanding the nature of complaints, effective communication techniques, problem-solving strategies, developing a complaint resolution process, and maintaining customer relationships.


By the end of this course, participants will be able to:

  • Understand the nature and types of complaints.
  • Apply effective communication techniques for handling complaints.
  • Utilise problem-solving strategies to address complaints.
  • Develop and implement a complaint resolution process.
  • Understand how to maintain and repair customer relationships post-complaint.
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Course Outline

Day 1 - Understanding Complaints

  • Introduction to the nature of complaints
  • Understanding the impact of complaints on businesses
  • Types of complaints and their origins

Day 2 - Effective Communication Techniques

  • Importance of effective communication in complaint management
  • Active listening and empathy in complaint resolution
  • Assertive communication strategies

Day 3 - Problem-Solving Strategies

  • Introduction to problem-solving techniques
  • Steps in problem-solving for complaint resolution
  • Case studies: Real-world problem-solving examples

Day 4 & 5 - Developing a Complaint Resolution Process

  • Importance of a systematic complaint resolution process
  • Steps to develop a complaint resolution process
  • Implementing the complaint resolution process

Day 6 & 7 - Complaint Management Skills

  • Techniques for handling complex complaints
  • Role-play: Managing various complaint scenarios
  • Assessing complaint management skills

Day 8 & 9 - Maintaining Customer Relationships

  • Understanding customer satisfaction and loyalty post-complaint
  • Techniques for rebuilding trust with customers
  • Role-play: Repairing customer relationships

Day 10 - Future Trends in Complaint Management

  • Overview of future trends in complaint management
  • Utilising technology in complaint management
  • Concluding remarks and course review
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Schedule & Fees

3 For 2Offer

Get the most out of group training with our special discount! Register 3 of your participants together on the same course and only pay for 2.

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  • Customer Experience and Relationship Management




Duration: 40 CPD hours (2Week)

date: 21 Oct - 01 Nov 2024

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  • Customer Experience and Relationship Management




Duration: 40 CPD hours (2Week)

date: 18 - 29 Nov 2024

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  • Customer Experience and Relationship Management

Mastering Problem Resolution and Complaint Management

Duration:2 Week (40 CPD hours)

date:21 Oct - 01 Nov 2024




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Why Choose London Training For Excellence?

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    We customise our courses to suit your personal learning needs

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    Our courses are delivered by highly experienced industry experts

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    All our courses are accredited by the CPD Standards Agency

Frequently Asked Questions

How can training courses be used as a company benefit?

Training is hugely beneficial to both yourself and your company. It enables you to employ new technologies, increases your productivity and enables you to be more autonomous. Have a look here at our infographic on the importance of training and development!

How often do you update your course content to ensure relevancy?

Our course content is constantly reviewed and updated to ensure we stay up to date with all the latest trends. After every course is completed we review the feedback and improve the material where necessary.

Do you keep your classroom environment and instructional methodologies current with today’s real-world workplace?

Yes, we focus our training on ‘real-world’ scenarios and our trainers are all highly experienced and skilled in their relevant fields.

Are your courses eligible for professional certification?

Yes, we offer certification with all our courses, every course is entitled to CPD (Continuous Professional Development) hours which you can put towards your professional portfolio.

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location London


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Mastering Problem Resolution and Complaint Management

  • United KingdomLondon
  • calendar21 Oct - 01 Nov 2024
By submitting this form you agree to our Terms and Conditions and Privacy Policy.
Mastering Problem Resolution and Complaint Management

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  • United KingdomLondon
  • 21 Oct - 01 Nov 2024
By submitting this form you agree to our Terms and Conditions and Privacy Policy.

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