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Customer Service & Complaint Handling

Start Date Tuesday, 8th May 2018
Duration 1 Day
Start & Finish Time 9am-5pm
Trainer Karen Sommerville
Places 9
Location Cork Airport Hotel
Members Fee €160.00
Non-Members Fee €180.00

Book a place on this course

To book a place on this course, please complete the following online form.


Trainers Qualifications:

• B.A. (Hons) Degree in Business Studies – Dublin Business School (John Moore’s University)
• Certificate in Advertising – College of Commerce DIT & Joint Advertising Education Committee
• Certificate in Applications Programming 417 - City & Guilds of London Institute
• Certificate in Continuing Education - NUI Maynooth (1st class honors)
• Special award (HETAC 7) in Managing and Mentoring People – LIT Letterkenny
• NLP (Neuro Linguistic Programming) Licensed Practitioner – May 2017
• Completed the “Train the Trainer” in European Consumer Law – October 2017


The aim of this workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers both on the telephone and on a face-to-face basis. Participants will learn the importance of managing and exceeding expectations at every step of the service cycle and effectively deal with complaints in a calm and assertive way, without reacting inappropriately resulting in satisfied and loyal customers.


After completing the workshop, each participant will be able to:

• Apply highly developed communication skills for improved customer relations

• Adjust your mind-set and avert complacency - look at things through the eyes of the customer

• Build confidence with customers, whilst portraying a helpful and friendly attitude

• Learn the power of body language to communicate effectively especially with groups of people

• Use the telephone effectively to create the right impression even under pressure

• Put customers at ease, build trust and create empathy to make a connection

• Learn to really listen to customers, ask the right questions and understand their needs

• Talk to customers in their own language - know what to say and how to say it

• Encourage customer feedback and make it easy for customers to complain

• Learn to be assertive when dealing with different personalities and irate customers

• Avoid defensive behaviour and trigger words that irate customers

• Deal with criticism, remain calm, speak clearly and defuse the situation

• Differentiate between different levels of dissatisfaction and respond appropriately

• Resolve customer complaints and difficult situations in a confident and competent manner

• Keep promises, keep customers informed, meet expectations & respond quickly and effectively

Who Should Attend?

A practical and interactive one to two day workshop, the course is designed for all who work directly with customers both on the telephone or on a face to face basis – includes managers, field support, administrators, reception, managers, customer service etc.


• The essence of effective communication to meet customer’s expectations

• A complaint is a gift – the opportunity to create a positive outcome

• The importance of a positive attitude to create great first impressions

• The traffic lights philosophy for measuring a customer’s reaction

• Handle telephone calls with confidence & maintain control even under pressure

• The power of body language to get on the customers side and make a connection

• Essential and active listening skills and the importance of showing empathy

• Understand what customer’s really want - ask the right questions to meet expectations

• Tone of voice – it’s not what we say, it’s how we say it

• Encourage and motivate feedback and complaints from customers to improve business

• Distinguish between what you can control and what you can influence for a positive outcome

• Measure the severity of complaints to provide the appropriate response required

• Work under pressure to defuse the situation – deal with criticism, remain calm & speak clearly

• Assertive behaviour – the appropriate behaviour for interacting with customers

• Manage different types of customers and difficult situations positively

• Excel in service recovery management & always follow up - from complaint to satisfaction

About this form

The purpose of this booking form is to gather profile information about participants on programmes funded by Skillnets from the National Training Fund through the Department of Education & Skills (DES). Only aggregated participant data will be reported to the DES.

As an ongoing quality control measure and to ensure the highest possible standard of training, courses may be inspected from time to time.


BiznetCork Skillnet is funded by member companies and the Training Networks Programme, an initiative of Skillnets funded from the National Training Fund through the Department of Education and Skills.

NDP - Education and Skills - Skillnets - Finuas

For further information please visit

Cork Chamber©, Fitzgerald House, Summerhill North, Cork, T23 TD90, Tel: (021) 4509044, Email:, Company Registration Number - 13918

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