Soft Skills
Handling Difficult Customers & Managing Complaints Professionally
A practical one-day online course for front-line and support teams who deal with upset or demanding customers. Learn how to stay calm, de-escalate tense conversations and resolve complaints in a way that keeps the customer.
- HRD Corp Claimable (SBL-Khas)
- In-house training available
- Up to 15% off for groups
What you'll learn
- Identify common causes of customer complaints and their impact on customer satisfaction and your organisation's reputation.
- Manage your own reactions and respond professionally to angry, impatient or demanding customers.
- Use active listening, questioning and empathy to understand the customer's real concern.
- Apply the C.A.L.M. Framework (Control, Address, Listen, Move) to resolve complaints in person, over the phone and in writing.
- Explain policies and limitations clearly, handle pushback and know when to escalate.
Why it matters
- Unresolved complaints can end up at the Tribunal for Consumer Claims, which hears claims of up to RM50,000.
- One badly handled call can turn into a public review or a viral post.
- Customers who feel unheard leave quietly, and take their referrals with them.
Contact
Questions before you register?
Message us on WhatsApp and we'll help with the course, the next dates and the HRD Corp paperwork.