Customer Service & Complaints Handling – 6 November 2025

Aim

The aim of this online workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers both on the telephone and on a face to face basis. Participants will learn the importance of managing and exceeding expectations at every step of the service cycle and effectively deal with complaints in a calm and assertive way, without reacting inappropriately resulting in satisfied and loyal customers. This includes both internal and external customers.

Who Should Attend:

A practical and interactive online workshop, the course is designed for people who communicate directly with internal and external customers by telephone, video conference or face to face – includes all levels of staff, showroom, frontline, retail, customer service, yard assistants, technical support, administration, reception etc

Learning Objectives

• Build confidence with customers, whilst portraying a helpful and friendly attitude
• See things through the eyes of the customer & prevent complacency
• Embrace body language & the phone to influence customers and make the connection
• Talk to customers in their own language – know what to say and how to say it
• Encourage customer feedback and make it easy for customers to complain
• Learn to really listen to customers, ask the right questions & show empathy
• Be calm and assertive when dealing with different personalities and irate customers
• Avoid defensive behaviour and trigger words that irate customers even under pressure
• Resolve customer complaints and difficult situations in a confident and competent manner
• Keep promises, keep customers informed, meet expectations & respond quickly and effectivelyAfter completing the workshop, each participant will be able to:

Workshop Content:

• The importance of a positive attitude to build trust & create great impressions
• Think of a complaint as a gift – an opportunity to resolve complaints
• The traffic lights philosophy for measuring a customer’s reaction
• Distinguish between control and influence for a positive outcome
• The power of body language & the phone to get the customers on-side & make a connection
• Understand what customer’s really want – ask the right questions & listen intently
• Tone of voice – it’s not what we say, it’s how we say it
• Avoid trigger words & be assertive – the appropriate behaviour for interacting with customers
• Work under pressure to defuse difficult situations – deal with criticism, remain calm & show empathy
• Excel in service recovery management & always follow up – from complaint to satisfaction

Training method

Training is delivered online over two live classroom sessions (3 hours each) with discussions, exercises and break-out rooms using Zoom. Participants will be required to switch on their laptop video camera and microphone.  All our online courses use a blend of online resources, virtual classroom and social learning. Up to 10 people can be included in online training courses.

This online training module can be part of a larger programme. It can be teamed with other topics (ie communication, customer service, sales or business writing) so training is extended over a longer period.  We recommend two days for in-house training. For some of these longer programmes, there will be group discussions, exercises & feedback based on individual/group needs.  Each participant receives a workshop manual.

Testimonials

• “Very informative, well presented by Karen and overall, I learnt new strategies to deal with customers.”
• “Learnt how to deal with different customers – training was fantastic, everything explained so well.”

Dates and Venues

• Thursday, 6 November 2025
• From 10am to 1pm and 2pm to 5pm.

Fee

One day course €65 ISME Members, €75 Non Members

Booking Essential