About Course

Name: Customer Handling and Complaints Training- Kenya
Price: 1200 KES
Availability: InStock

Customer Handling and Complaints Training- Kenya

Category: Customer Experience and Communication Training

Overview

The Expedition

The Customer Handling and Complaints Training is designed to equip professionals with practical tools to manage customer interactions with confidence and empathy. Through this training, participants will build core communication skills, learn how to de-escalate challenging conversations, and resolve complaints in a constructive and customer-focused manner.

Whether in-person or virtual, this training offers an interactive and skills-based approach, ensuring that participants can immediately apply what they learn in real-world settings. Upon successful completion, participants will receive a certificate recognizing their achievement and readiness to elevate the customer experience.

Program Objectives

By the end of the Customer Handling and Complaints Training, participants will be able to:

Identify essential skills and qualities for effective complaint handling
Build rapport and engage customers professionally
Demonstrate empathy while maintaining conversation control
Determine customer needs using advanced questioning and active listening
Defuse emotional responses from difficult customers
Resolve typical workplace complaints with confidence

Target Audience

This program is relevant for:

Managers and staff who are responsible for dealing with customer complaints.
Call Centre staff.

Training Period

Classroom: 5 Days
Online: 7 Days

Training Modules

1: Core Skills for Effective Complaint Handling

Complaint-handling model and best practices
Business benefits of effective resolution
Interactive exercise: “In Your Customer’s Shoes” and group discussion

2: Communication and Rapport Building

Communication styles and their impact
Techniques for building customer rapport
Telephone and written communication best practices
Identifying and preventing communication breakdowns
Paired and group exercises, self-awareness assessment

3: Maintaining Control and Demonstrating Empathy

Using positive language under pressure
Strategies to remain composed and customer-focused
Small-group exercises and facilitator-led review

4: Identifying Customer Needs

Open-ended questioning techniques and the questioning funnel
Active listening and summarizing
Practical demonstrations and group exercises

5: Defusing Emotional Responses

Managing personal emotional triggers
Techniques for handling anger and frustration
Presentation, practice exercises, and group discussion

6: Agreeing on Appropriate Action

Achieving win-win outcomes for customers and the organization
Understanding authority boundaries and escalation protocols
Making clear commitments and honoring them
Scenario-based exercises with group feedback

7: Handling Work-Based Complaints

Applying skills to written complaints
Practicing real-life scenarios and receiving peer feedback
Reviewing application strategies for workplace use

8: Review and Action Planning

Summarizing key learning points
Developing personal action plans
Collecting course feedback

Delivery Method

This program is taught through a mix of practical activities, theory, group work and case studies. Training manuals and additional reference materials are provided to the participants.