Customer Service & Telephone Complaint Handling

"Build confidence with irate customers & resolve telephone complaints effectively"

Overall Aim:

The aim of this workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers over the telephone, especially when dealing with irate customers.  Participants will learn how to deal with customer complaints in a caring, assertive and professional manner without reacting inappropriately; resulting in satisfied and loyal customers

Who Should Attend:

A practical and interactive one to two day workshop, the course is designed for staff, who talk to customers each day by telephone – includes customer service, administration, reception, accounts, order processing etc. 


After completing the workshop, each participant will be able to:

  • Apply highly developed communication skills for dealing with customers over the telephone
  • Encourage customer feedback and make it easy for customers to complain
  • Adjust your mind-set and avoid complacency by understanding the customer’s perspective
  • Present a professional image and create the right impression even under pressure
  • Build confidence with  customers, whilst portraying a helpful and friendly attitude
  • Learn the importance of tone of voice to put customers at ease and create empathy
  • Learn to really listen to customers, ask the right questions and understand their needs
  • Be able to know how and when to control the call
  • Differentiate between different levels of dissatisfaction and respond appropriately
  • Be assertive when dealing with different personalities and aggressive behaviour
  • Avoid defensive behaviour and trigger words that irate customers
  • Deal with criticism, remain calm, speak clearly and defuse the situation
  • Manage customer complaints and difficult situations in a confident and competent manner
  • Keep promises, keep customers informed, meet expectations & respond quickly and effectively
  • Resolve customer issues and turn complaints into opportunities

Workshop content:

  • Communicating with customers on the telephone in a professional and personable manner
  • The impact of poor customer service and why customers don’t complain
  • A complaint is a gift – the opportunity to create a positive outcome
  • Encourage and motivate feedback and complaints from customers to improve business
  • The traffic lights philosophy for measuring a customer’s reaction
  • Create great first impressions and apply the right attitude even under pressure
  • Calm the customer, show empathy and really listen to customers
  • The importance of tone of voice to build confidence and control the call
  • Understand what customer’s really want - ask the right questions and verify
  • Distinguish between what you can control and what you can influence for a positive outcome
  • Measure the severity of complaints to provide the appropriate response required
  • Deal with the 3 types of human behaviour – assertive, aggressive and submissive
  • The effectives of defensive behaviour & trigger words that irate customers
  • Work under pressure to defuse the situation – deal with criticism, remain calm & speak clearly
  • Manage different types of customers and difficult situations positively
  • Excel in service recovery management – manage complaint and create new opportunities

Training method:

The training takes the form of a one to two day workshop, with group discussions, exercises, case studies and feedback based on individual/group needs.  Each learner receives a workshop manual.  A second follow up mentoring day can be provided where participants make live calls.

< back to courses