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Problem Resolution and Complaint Management
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- Leadership and Management
- Problem Resolution and Complaint Management
CPD StandardsInstant confirmationGlobal presenceIn 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.
Course Objectives
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.
Who Should Attend?
- Customer service and client-facing staff
- Call centre and helpdesk professionals
- Team leaders and supervisors in service roles
- Hospitality, retail, healthcare, and public sector workers
- Managers responsible for service satisfaction and quality assurance
Course Outline
- 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
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Accreditations
CPD Standards
Helping to develop learning worldwide.
ISO 9001:2015
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Register 3 delegates on the same course and pay for 2 — save £4,300 on this course.
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What our delegates say
Thank you for the opportunity for having attended Advanced Skills of the Bid and Tender Management Process from London Training for Excellence. It was a good experience as I find myself with added knowledge so as to contribute I a more quality manner to my com…
The course is very adaptable to everyday work and contributes to developing CSR framework in our own organisation. Very practical and useful.
The training provided by LondonTFE are very inspirational and thought provoking. The outlines are comprehensive and the method of teaching is mostly practice-oriented. The LondonTFE staff always been able to balance the composition of participants, which contr…
