Complaints and grievance management

Dealing with customers who have a complaint or grievance requires a high degree of sensitivity and empathy. This course teaches staff and managers who are frequently confronted with complaints the skills of complaint and grievance management, and enables them to develop further in this area.


The customer satisfaction aspect cannot be over-estimated. Central to this are service-oriented customer communication and the efficient handling of complaints. This two-day intensive seminar will teach you how to analyse your own communication style and that of the other party, identify and rectify misunderstandings and counter objections. Participants learn how to tap and consciously deploy their own strengths and development potential. They develop their own 'toolkit to better manage day-to-day challenges.

Focus points

  • Dealing with complaints and difficult situations
  • Complaints and grievances in an intercultural context
  • Verbal and non-verbal messages on the telephone
  • Drafting correspondence with respect to complaints and grievances
  • Practical exercises for handling objections
  • Techniques to defuse complaint situations

Course content

Below is an overview of the possible course content. This course content is based on the individual needs and requirements of the participant.

Dealing with complaints and difficult situations

  • What is the customer saying? What does he really want?
  • Dynamic approach to complaints and grievance procedures within the organisation
  • Steps for dealing effectively with complaints
  • Solutions-oriented communication
  • Putting together convincing arguments
  • Options and opportunities to handle objections

Dealing with conflicts

  • Cultural misunderstandings and their consequences
  • Sources of misunderstanding at the verbal, paraverbal and non-verbal level
  • Meta-communication and 'active listening'

Reflecting on your own style of communication and how to optimise it are key to this course, along with identifying common motives for refusal, criticism and scepticism. The course also teaches you how to identify common motives for refusal, criticism and scepticism.

Participants on this business training course thus acquire the tools they need to successfully manage complaints and grievances to their customers' satisfaction.

Do you have questions or need more information? We're here to help you and would be delighted to put together a proposal to suit you. Get in touch!