Making your customers happy again using complaint handling training

Watch the short video below to see a sample training session on how to deal with an irate customer who has a complaint »

“Making the unhappy, happy again”

Abusive, demanding and aggressive customers cause a great deal of anxiety to your customer service advisors. Terminating or escalating abusive calls to your management team often enrages the customer even more.

In this in-house complaint handling telephone skills training course, we will look at the following ways to handle a difficult customer:

  • By dealing with their behaviour
  • By dealing with the issue
  • by creating coping mechanisms to be able to quickly assess and counter both the issue and the behaviour simultaneously

We will also help your customer service staff to think logically and communicate effectively over the phone when under pressure from a customer. Questioning and listening skills in addition to choosing the right words are vital if they are going to pacify the customer. Complaint empathy and agreeing a win-win solution will also be discussed during this training.

To increase your sales and improve client retention call us today on: 020 8337 5937 or email:


“We contacted Gary from Milestone Experts to provide Client Engagement Training for our insurance account handlers. His unique style of engaging staff in the interactive workshops proved to be both stimulating and inspirational."

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