Problem Resolution and Complaint Management

Overview
Course Outline
Scheduled Dates

Course Overview

In today's competitive business landscape, resolving problems effectively and managing complaints professionally is essential to customer retention, brand reputation, and internal performance. This 5-day course equips frontline staff, team leaders, and managers with the tools, confidence, and emotional intelligence to respond to issues constructively, prevent escalation, and transform negative experiences into positive outcomes.

Participants will develop practical communication skills, learn structured problem-solving techniques, and explore service recovery strategies that drive customer loyalty and continuous improvement.

Objective:

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

Understand the causes and consequences of complaints and operational problems.
Apply a structured approach to problem resolution and service recovery.
Communicate with empathy, clarity, and professionalism in difficult situations.
Manage challenging customers and de-escalate emotional responses.
Use complaint data to drive operational improvements and training.
Build trust, loyalty, and accountability through transparent follow-up.

Course Outline

Day 1: Foundations of Complaint Handling

What complaints reveal about your service or product
Understanding customer expectations and emotional triggers
Differentiating between feedback, complaints, and abuse
Building a mindset of service recovery and responsibility

Day 2: Structured Problem Resolution Techniques

The 5-step complaint resolution model
Identifying root causes using basic problem-solving tools
Action planning and ownership in problem resolution
Preventing repeat complaints through learning loops

Day 3: Communication Skills for Difficult Situations

Listening actively and responding with empathy
Using tone, language, and body language professionally
Responding to anger, frustration, and passive resistance
Apology strategies and managing expectations

Day 4: Handling Escalations and Serious Issues

When to escalate and how to do it professionally
Managing service failures across departments
Coordinating with internal teams to resolve issues
Legal considerations, documentation, and compliance

Day 5: Feedback, Follow-Up, and Continuous Improvement

Designing feedback loops to capture and learn from complaints
Internal reporting and complaint tracking systems
Training teams using complaint trends
Building a complaint-resilient culture

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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Problem Resolution and Complaint Management

Course Overview

Course Outline

Day 1: Foundations of Complaint Handling

Day 2: Structured Problem Resolution Techniques

Day 3: Communication Skills for Difficult Situations

Day 4: Handling Escalations and Serious Issues

Day 5: Feedback, Follow-Up, and Continuous Improvement

Schedule & Fees

3 For 2Offer

$5,300

Duration: 5 Days

date: 16 - 20 Jun 2025

$5,300

Duration: 5 Days

date: 15 - 19 Sep 2025

$5,300

Duration: 5 Days

date: 10 - 14 Nov 2025

Duration:5 Days

date:16 - 20 Jun 2025

$5,300

Questions? Speak to our friendly training advisor

Shayma Said

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