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Problem Resolution and Complaint Management

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  • Overview ImageOverview
  • Outline ImageCourse Outline
  • Scheduled ImageScheduled Dates

Overview ImageCourse 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.
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Overview ImageCourse 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
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Overview ImageSchedule & 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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  • London london icon

Date: 18 - 22 Aug 2025

Duration: 5 Days

Venue: London

Price: $5,300

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Date: 15 - 19 Sep 2025

Duration: 5 Days

Venue: London

Price: $5,300

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Date: 10 - 14 Nov 2025

Duration: 5 Days

Venue: London

Price: $5,300

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Problem Resolution and Complaint Management

Problem Resolution and Complaint Management

Date: 10 - 14 Nov 2025
Duration: 5 Days
Venue: London
Price: $ 5,300
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Questions? Speak to our friendly training advisor

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Shayma Said

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Email Imageshayma@londontfe.com

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Employees of professional or formally regulated bodies are generally expected to have CPD accredited training. This type of accreditation ensures that the training is knowledgeable, informed and constantly updated. It ensures our standards as a company are kept high and consistent.

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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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Problem Resolution and Complaint Management

  • United KingdomLondon
  • calendar10 - 14 Nov 2025
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  • United KingdomLondon
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