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A practical course for staff working in customer service, support, sales, reception or internal service departments who wish to handle complaints, claims and difficult telephone calls professionally. The focus is on service-oriented communication, active listening, clear conversation structure, de-escalation and a solution-oriented approach to dealing with enquiries over the telephone and via similar channels of contact.
You will learn to use complaints as an opportunity for clarification and to build customer loyalty, even when conversations become emotional or tense. You will practise how to open a conversation, identify needs, respond empathetically, offer clear solutions and bring conversations to a satisfactory conclusion. By the end of the course, you will be able to handle difficult telephone calls with greater confidence and deal with complaints in a structured manner.
• Record, organise and handle complaints professionally
• Conduct telephone calls in a clear, friendly and solution-oriented manner
• De-escalate emotionally charged conversations and resolve issues objectively
• Formulate binding solutions, next steps and ways to conclude conversations
• Willingness to take part in practical conversation exercises and role-plays
• Typical complaint or telephone situations from your own day-to-day work
• No prior specialist knowledge required
*We customize the course outline and content to your specific needs and relevant use cases.
Module 1: Professional Complaints Management
• Understanding complaints as a source of information and an opportunity to build relationships
• Recognising the difference between factual concerns and emotional issues
• Clarifying service ethos, responsibility and the boundaries of one’s own role
• Analysing typical escalation patterns in customer interactions
Module 2: Effective Telephone Communication
• Setting the tone professionally from the outset, providing context and maintaining the right tone of voice
• Consciously using voice, pace, pauses and active listening
• Accurately identifying and summarising concerns
• Establish a sense of commitment despite the absence of visual cues
Module 3: Dealing with difficult conversation situations
• Respond to anger, frustration and accusations in a way that de-escalates the situation
• Show empathy without taking on unwarranted responsibility
• Regain objectivity and maintain the structure of the conversation
• Set boundaries in the face of disrespectful or inappropriate behaviour
Module 4: Solutions, Documentation and Conclusion
• Communicate possible solutions clearly and in a customer-focused manner
• Manage expectations and set out the next steps transparently
• Document the outcome of the conversation in a clear and comprehensible manner
• Craft positive and reassuring conclusions to conversations
Module 5: Practical Training and Application
• Practise realistic telephone and complaints scenarios
• Develop phrases for handling difficult situations
• Receive feedback on impact, structure and tone
• Create a personal guide for day-to-day work
Hands-on learning with expert instructors at your location for organizations.
Master new skills guided by experienced instructors from anywhere.
