Customer Service Topic:

How to Handle Customer Complaints

Learn practical techniques to manage and resolve complaints effectively.

Customer Service Topic:

How to Handle Customer Complaints

Learn practical techniques to manage and resolve complaints effectively.

We’re proud to work with nationally loved brands.

The aim of our Complaint Handling Course:

Our Complaint Handling Topic is a bite-sized course, generally given as a 1/2 or full day course as part of our Customer Service Training.

This course is designed to help your front line staff deal and manage customer complaints in a professional and effective manner. Customer complaints can be pivotal points for your business, learning to effectively recognise and resolve customer complaints can have a huge affect on how your business is viewed.

Who are the courses for?

We specialise in providing programmes for teams or for groups of employees within the same organisation.

Topic overview:

This topic is generally given as a 1/2 or full day course as part of our Customer Service Training.

Within this bite-sized course we address the following topics:

  • Dealing with Difficult Situations 
  • How to Handle Conflict 
  • How to Defuse Conflict Effectively 
  • Complaints – how to recognise and act in time

Learning Outcomes:

Following this course, your team will have learned how to:

  • Identify each stage within the complaint lifecycle
  • Anticipate a complaint before it occurs
  • Address conflict in a calm and professional manner
  • Effectively defuse situations involving conflict

Who is the course given by?

I’m Maureen and I lead Maureen Sullivan Training. I am a trainer, lecturer, and passionate advocate of brilliant business communication. I earned my BBS degree from Trinity College, a Certificate in Training and Education from NUI Maynooth, and a Diploma in Coaching and Mentoring.

For over two decades, I have been helping organisations & individuals to boost their Leadership Development & Customer Service skills. I have worked with over one thousand individuals in over 400 organisations across a range of industries. I provide learning and development solutions to help individuals, teams and leaders.

25+ years Experience
Proven Results & ROI

Course Overview:

  • Customised, real-life examples for practical application.
  • Integrate techniques quickly and easily into daily routines for immediate customer impact.
  • Customer Service Essentials: Transform every interaction into a positive customer service experience.
  • Customer Service Essentials for long-lasting results and tools for leaders to create sustainability and consistency of standards.

Learning Outcomes:

  • Consistently creating positive first impressions.
  • Guide and control every conversation.
  • Skillfully handle difficult customer interactions.
  • Convey positive voice tone and word choices.

See what our clients have to say:

“Maureen’s training programmes really stand out from the rest. We have worked with Maureen over a number of years and always find her professional, very tuned in and committed to getting our learning outcomes just right.”
Fiona Bruce
Head Customer Experience Executive,
Dublin Bus
“Engaged Maureen to work with our teams in all our clinics as part of our cultural transformation. Since working together, there has been a noticeable improvement on patient service and a “buy in” across all departments. Highly Recommend!”
Jennifer Gregg
training and Development Manager,
VHI Swift care clinics

See what we have to say:

Improve your Team's Complaint Handling

Download our Customer Service Training PDF or contact us for more details

Our Process

This is a brief idea of how we learn about your needs in order to develop a course specific to your team, needs, and industry.

Understand your Needs

Design Course for you

Complete Course Activities

You are ready for Lift-off

We help you improve your Customer Service with practical and enjoyable courses.

Real, Practical Learning

Theory only goes so far. We employ real-world examples and exercises to ensure that the techniques we teach are used in practise, as to make sure they are ready to be used in daily activities.

Tailored to your Needs

We offer the right course for your team, recognising that every business is unique. Choose from leadership and culture guidance, front-line customer service training, or phone skills training to suit your scenarios


We make sure all of our theories and techniques are backed up by research and are continually learning from the best on how to improve – so you can too!

Fun & Engaging Workshops

To make sure all your team is engaged and take value from our courses – we make sure that every course is fun & engaging.

How can we help you: