Managing Difficult Customers and Complaints
How an organisation handles a complaint often matters more than the original problem. This course builds the confidence and techniques to manage upset customers and turn complaints into loyalty. Delegates practise calming tactics, empathy, and structured resolution.
Course outline
What this programme covers, module by module.
- 01Staying calm and composed under verbal pressure
- 02Listening actively and showing genuine empathy
- 03Taking ownership rather than deflecting the problem
- 04Applying a structured complaint resolution process
- 05Recovering the relationship after a service failure
- 06Learning from complaints to prevent recurrence
- 07De escalating anger before resolving the issue
What you will gain
- Stay calm and composed under pressure
- Listen and show genuine empathy
- Take ownership of customer problems
- Apply a structured complaint resolution process
- Recover the relationship after a failure
- Learn from complaints to prevent recurrence
Who should attend
- Customer service representatives
- Front line staff
- Team leaders and supervisors
- Complaints handling staff
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 2 to 3 Nov 2026 | Durban | 2 Days | R10,000 | |
| 16 to 17 Nov 2026 | Cape Town | 2 Days | R10,000 | |
| 1 to 2 Dec 2026 | Johannesburg | 2 Days | R10,000 | |
| 11 to 12 Jan 2027 | London | 2 Days | US$1,100 | |
| 8 to 9 Feb 2027 | Dubai | 2 Days | US$1,100 | |
| 12 to 13 Apr 2027 | Pretoria | 2 Days | R10,000 | |
| 28 to 29 Jun 2027 | Durban | 2 Days | R10,000 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R10,000 per delegate
- Duration
- 2 Days
- Field
- Sales, Marketing & Customer Service
- Formats
- In-house, public, online
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