Customer Service


Regardless of which industry sector you work in, you are dealing with customers, either your internal customers (ie your work colleagues) or your external customers (ie the ones who pay for your goods or services). It is essential to look after them otherwise they could head off to your competitors.  But what happens when things go wrong?  How do you handle the angry dissatisfied customer and bring him/her back to loving your business again?  This online complaint handling training course will give you practical suggestions to help deal with difficult customers.


Listen to the customer's complaint and act fast.

Richard Branson

By listening carefully to your customers’ complaints, you can take action to fix the problem with a product or your internal processes.  So regard every complaint as a gift rather than a nuisance as it gives you a chance to win the customer back as well as fixing the root cause.  Indeed by resolving a  complaint for a customer, you can transform an unhappy customer into one of your biggest fans who will spread the word about how amazing your business is.

What's covered in the course

Complaint Handling Online Training
  • What are the main causes of complaints?
  • How customers make complaints?
  • What do customers want by making a complaint?
  • The benefits of handling complaints effectively
  • The five building blocks for handling complaints – privacy, speed, thorough investigation, excellent communication, rectifying mistakes and knowledge of company policies
  • The different types of complainers
  • The seven steps for dealing with difficult customers
  • Swearing customers
  • Taking care of yourself
Inhouse courses will be bespoke to individual organisations with real examples of customer complaints being used as role plays.

Who should attend the course?

This online training course is ideal for any member of staff that has day-to-day interaction with customers.  It’s also relevant to staff in non external customer-facing roles; many of our clients report that the training improves communications between work colleagues (ie internal customers) as well as staff involved in front-line customer service.

This course is applicable to any business regardless of whether it is a product or service provider. Being able to respond well to complaints has a huge impact on the overall success of all businesses, whether your customers are individual consumers (B2C), business customers (B2B) or public sector organisations (B2G).  It is relevant to staff working in retail, tourism, hospitality, healthcare, local councils, education and public utilities.


The Trainer

Lynda Willis Trainer

The Complaint Handling Online Training Course will be taken by  Chartered Marketer Lynda Willis who has been delivering customer service training for over nine years.

She has worked with a wide range of industry sectors from tourism, hospitality, health care, housing, retail and much more.

The important stuff

How long does the course last?

The course lasts for three hours.

How is the course delivered?

This is an online course and it is delivered to attendees via Zoom. Delegates will be able to see the trainer and the slides as well as being encouraged to make comments via breakout rooms, using chat, responding to polls and to make verbal comments too.

How much does the course cost?

The cost varies depending on the number of places that you would like to book.

Like to book a place today?

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