- Payment Terms: Enquire
- Locations: Dubai Riyadh Istanbul England - United Kingdom Kuala Lumpur Singapore Barcelona Manhattan - United States
- Duration / Course length: 5 Days
- Starting Date: Enquire About It
- Timings: Enquire
Course details
Course Introduction:
This course offers strategies for effective complaints handling, emphasizing the importance of customer service, problem-solving, and feedback loops in improving business processes and customer satisfaction.
Course Outcomes:
Describe ways to handle complaints with confidence
Set standards of response and resolution
Improve first contact resolution pro-actively identifying complaints and fixing them
Turn around entrenched, emotionally charged and dissatisfied customers
Analyze complaints and recognize patterns to avoid them in the future
Who Should Attend:
Managers and executives from public and private sector organisation who want to design, improve and deliver enhanced complaints handling processes.
Managers responsible for customer service
Employees in the customer service department
Front-line teams who handle complaints through telephone, online, or face-to-face
Employees in the service sector and public utilities
Employees of banks and other financial service organisations
Marketing executives
Course Topics:
Main components of a Complaints Management Process
Identification of the elements of an effective complaints management process
International standards ISO 10002
Social technological political and economic factors that are changing customers expectation
Why complaints are important to an organisation
The risks and benefits inherent in complaints
What Customers Look for When They Complain
What makes best-in-class complaints handling
Setting a strategy for complaint management
The positive power of effective complaint handling
What is important to customers when they complain
Understand the justice customers are looking for when complaining
People Issues
Why customers choose to complain
How complaint handlers choose to respond
Communication styles and emotional intelligence
Build rapport
Skills and Behaviours Needed for Dealing with Complaints
Empathy and positive reactions
Listening and questioning skills
Dealing with difficult customers and problem behavior
Taking a future outcomes approach
Learning from Complaints
Data capture and analysis of complaints the complaints cycle
Case Study UK Ofcom Consumer Complaints Procedures Review
Customer service and culture change
Course summary and close
Eligibility / Requirements
N/A
About LCT International
LCT International is a premier provider of executive education, delivering world-class training and consultancy solutions to international governments, corporations, and professionals worldwide. With a legacy of excellence, innovation, and impact, we help professionals and organizations develop the skills, strategies, and leadership capabilities needed to thrive in today’s dynamic global economy.
Our programs are designed to bridge the gap between theory and practice, ensuring that every learning experience translates into real-world success. Whether you’re a senior executive, aspiring leader, or organization seeking to upskill your workforce, LCT International provides cutting-edge training tailored to your specific needs.
Why Choose LCT International?
- Global Recognition & Expertise – With a strong legacy in professional development, we have trained leaders from over 500 organizations across 100+ countries, making us a trusted name in executive education.
- Tailored Learning Solutions – Our programs are designed to meet the evolving needs of industries, ensuring practical, results-driven learning that enhances careers and strengthens organizations.
- Industry-Leading Faculty – Learn from renowned experts and practitioners with decades of experience in leadership, finance, HR, operations, and strategic management. Our trainers bring real-world insights and case studies to every session.
- Flexible Training Formats – Whether you prefer onsite sessions in global locations, immersive executive retreats, or live virtual training, we offer seamless learning experiences that fit your schedule.
- A Legacy of Excellence – Formerly London Corporate Training (LCT), we have evolved into LCT International, reinforcing our commitment to expanding global access while maintaining our rich heritage of quality education. This transition reflects our continued dedication to offering enhanced learning experiences that cater to professionals worldwide.
- Practical & Impactful Learning – We go beyond theoretical training by integrating interactive workshops, real-world case studies, and hands-on simulations, ensuring that participants can apply what they learn immediately in their professional environments.
Our Areas of Expertise
- Leadership & Strategic Management – Executive leadership, corporate strategy, decision-making, and change management
- Finance & Banking – Financial risk management, corporate finance, investment strategies, and international banking
- Human Resource Management – Talent management, organizational development, performance management, and employee engagement
- Operations & Project Management – Agile project management, supply chain optimization, and operational excellence
- Marketing & Business Development – Digital marketing, brand management, customer experience, and market expansion strategies
- Public Sector & Government Training – Policy development, governance, and regulatory compliance
At LCT International, we don’t just teach – we transform careers, empower professionals, and drive organizational success.
Take the next step in your professional growth!
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