Complaint Handling Training

Use complaints as a opportunity to improve


When handled correctly, complaints can be an opportunity to discover what clients/customers don’t like about your product or service. Armed with this knowledge, you can make valuable improvements and regain trust, while avoiding future complaints. 


We offer professional complaint handling training designed to turn dissatisfied customers into return customers. Research indicates that complaints have 25 times the power we think they do. Instead of thinking of a complaint as a single instance of dissatisfaction, it’s more likely to be 25 unhappy customers.  


Our complaint handling courses are designed to train participants to proactively and constructively respond to complaints, identify the root cause, and communicate how the complaint will be addressed and/or resolved. 


The course can be tailored to suit your business or industry and can include conflict resolution workshops and crisis management training, negotiation skills training, managing difficult employees training, and employee training programs for coping with difficult customers/clients.

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    Key learning outcomes

    Key Course Content:

    • Acknowledging the impact of the complaint
    • Useful vocabulary to identify stated and unstated concerns
    • Complaints are contagious
    • Complaint weighting insights
    • Listening without forming judgement
    • Service recovery strategies
    • Taking ownership of a problem rather than kicking the can down the lane
    • Restating the complaint to check for understanding
    • Zone of tolerance
    • Fixing a complaint – communication strategies

    Course Description

    Target Audience: The course can be tailored for the specific cohort whether it be the leadership team, another group of managers/team leaders or employees.

    Duration:This course is available as a 2-day course or a truncated 1-day course.

    Delivery: This course can be delivered both in-person or virtually. For virtual delivery, we can use our virtual platforms or your organisations.

    Group Size: We recommend a group size of 4-10 people.

    Get a Quick Quote: Let us know if you would like an obligation free quote for your organisation.

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    Australia-wide training courses and workshops

    At Preferred Training Networks, we provide both in-person and online training programs for a wide range of organisations across Australia. Our Complaint Handling Training is run by experienced, qualified experts and tailored to the needs of your business and your employees. Our leadership and management education courses are designed to help your team thrive and develop valuable skills that can transform your workplace.

    With programs available in Sydney, Canberra, Melbourne, Perth, Adelaide, Brisbane and other areas of Australia, we’re able to help businesses across the country create lasting behavioural change and provide them with the tools they need to reach new heights. If you think your business would benefit from Complaint Handling Training and the help of our professional coaching network, take the first step and contact our team today. Wherever you are in Australia, our coaching program can either come to your organisation or we organise a venue for your convenience. Find out what our training, workshops and skills courses can do for your business and reap the benefits for years to come.

    Get your free online quote right now or give us a call on 1300 323 752 to find out more about Preferred Training Networks and discuss your requirements with us.

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    We offer a wide range of professional development courses for various needs. Avail our courses to enhance professional skills and efficiency. Please fill the following form to get an instant quote and know more about our professional development pricing structure.

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