What You'll Learn
Master complaint resolution techniques to turn dissatisfied customers into loyal advocates. Learn to effectively handle complaints, resolve issues, and exceed customer expectations.
Course Benefits
Industry Certification
Internationally recognized qualification
Expert Instructors
Learn from industry professionals
Dedicated Support
Assistance during and after training
Practical Skills
Apply knowledge immediately
Course Overview
FeaturedEffective complaint resolution is a key aspect of maintaining strong customer relationships, promoting organizational improvement, and enhancing service quality. This 5-day Complaint Resolution Training Course is designed to equip participants with the skills, tools, and strategies necessary for handling complaints professionally and effectively. The course will explore the dynamics of customer dissatisfaction, conflict resolution techniques, and the implementation of a structured complaint management system within an organization.
Duration
5 Days
Who Should Attend?
- Customer service representatives
- Managers and supervisors
- Human resource personnel
- Public relations professionals
- Client relations officers
- Anyone responsible for handling complaints in an organization
Course Impact
Organizational Impact:
-
Improved customer loyalty through effective complaint handling
-
Stronger brand reputation and trust in the marketplace
-
Enhanced service quality through feedback-driven improvements
-
Reduced escalation of conflicts, saving time and resources
Individual Impact:
-
Enhanced communication and conflict resolution skills
-
Increased confidence in managing challenging situations
-
Ability to transform complaints into opportunities for customer satisfaction
-
Greater professional effectiveness and credibility
Course Objectives
By the end of this course, participants will:
- Understand the importance of effective complaint resolution
- Identify common causes of customer complaints
- Employ active listening techniques to gather information
- Empathize with customers and build rapport
- Analyze complaint data to identify trends and patterns
- Develop effective complaint resolution strategies
- Prevent future complaints through proactive measures
Course Outline
Module 1: Introduction to Complaint Resolution
- The role of complaints in customer satisfaction and organizational growth
- Understanding customer expectations
- Complaint resolution vs. customer service
- The cost of unresolved complaints
Module 2: Communication Skills for Handling Complaints
- Active listening and empathy
- Managing emotions: both yours and the customer’s
- Effective verbal and non-verbal communication
- Dealing with different types of complainants
Module 3: Conflict Resolution Techniques
- Identifying conflict triggers in complaints
- Steps to defuse angry or upset customers
- Mediation and negotiation skills
- Turning conflict into cooperation
Module 4: Complaint Management Systems
- Implementing a formal complaint process
- Tools and technology for tracking complaints
- Measuring the effectiveness of complaint resolution
- Reporting and feedback mechanisms
Module 5: Continuous Improvement and Best Practices
- Using complaint data for service improvement
- Developing policies and strategies for ongoing complaint management
- Case studies and role-playing exercises
- Building a culture of proactive complaint handling
Prerequisites
Course Administration Details
Customized Training
This training can be tailored to your institution needs and delivered at a location of your choice upon request.
Requirements
Participants need to be proficient in English.
Training Fee
The fee covers tuition, training materials, refreshments, lunch, and study visits. Participants are responsible for their own travel, visa, insurance, and personal expenses.
Certification
Upon successful completion of this course, participants will be issued with a certificate from Ideal Workplace Solutions certified by the National Industrial Training Authority (NITA) under License NO: NITA/TRN/2734.
Accommodation
Accommodation can be arranged upon request. Contact via email for reservations.
Payment
Payment should be made before the training starts, with proof of payment sent to outreach@idealworkplacesolutions.org.
For further inquiries, please contact us on details below:
Email: outreach@idealworkplacesolutions.org
Mobile: +254759708394
Register for the Course
Select a date and location that works for you.
In-Person Training Schedules
January 2026
| Date | Days | Venue | Fee (VAT Incl.) | Register |
|---|---|---|---|---|
| 5 Jan - 9 Jan 2026 | 5 days | Nairobi, Kenya | KES 99,000 | USD 1,400 | Enroll Now |
| 5 Jan - 9 Jan 2026 | 5 days | Cape Town, South Africa | USD 3,500 | Enroll Now |
| 5 Jan - 9 Jan 2026 | 5 days | Dubai, United Arabs Emirates | USD 4,000 | Enroll Now |
| 5 Jan - 9 Jan 2026 | 5 days | Zanzibar, Tanzania | USD 2,200 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Mombasa, Kenya | KES 115,000 | USD 1,500 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Kigali, Rwanda | USD 1,800 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Accra, Ghana | USD 5,950 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Kampala, Uganda | USD 2,200 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Dar es Salaam, Tanzania | USD 2,000 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Johannesburg, South Africa | USD 3,100 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Nakuru, Kenya | KES 105,000 | USD 1,400 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Dakar, Senegal | USD 3,500 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Pretoria, South Africa | USD 3,100 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Kisumu, Kenya | KES 105,000 | USD 1,500 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Naivasha, Kenya | KES 105,000 | USD 1,400 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Arusha, Tanzania | USD 2,000 | Enroll Now |
USD 1,400
Request Custom Training
We offer customized training solutions tailored to your organization's specific needs:
- Training at your preferred location
- Customized content to address your specific challenges
- Flexible scheduling to accommodate your team
- Cost-effective solution for training multiple employees
Early-bird Offer
Special pricing ends in:
Recent Activity
Additional Options
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Training on Complaint Resolution
Next class starts 5 Jan 2026
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