WORKSHOP preview

Handling Complaints

1/2 -1 Day

Turn complaints into opportunities for loyalty.
This session gives participants the confidence and tools to handle customer complaints professionally, reducing stress and improving outcomes for everyone involved.

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In a Nutshell

Complaints are inevitable — but how we handle them defines the customer experience. This course teaches staff how to respond calmly, professionally, and in a way that often turns unhappy customers into loyal ones.

Key Topics

Why customers complain (and what they really want)
Language and tone when dealing with complaints
Dealing with emotion and difficult behaviours
Following up and resolving issues fully

Learning Outcomes

Understand the value of well-managed complaints
Stay calm and professional under pressure
Use positive language to reduce tension
Resolve complaints to build customer trust

Understanding your team

Every team has its own dynamics and challenges. We take the time to get to understand yours. So that our workshops are tailored to address your real issues.

We have been in your shoes

We are a team of industry experts.
We have been there and faced similar challenges to yours. When you meet us, you’ll know!

Support That Sticks

One training workshop is unlikely to solve all your problems. That’s why our commitment goes on after the workshop. We stay with you and offer you a full solution.

FAQ

Yes, workshops can often be customised to better suit your individual needs, especially for specific industries or problems you are facing. Please contact us to discuss your requirements.

Yes, absolutely. We are able to offer more shorter and more concise or longer and more indepth versions of this workshop if that is something that would help your team.

Yes, each member can get an ITOL Certification as part of completing the course.

An individual workshop is a stand-alone learning experience focused on a specific topic. It offers in-depth guidance and practical tools, allowing you to explore and develop new skills without committing to a full programme. However, you can also bundle individual workshops to create a full programme.

Yes, absolutely. We offer bundle options if you would like to combine two or more workshops. Bundling can provide a deeper learning experience as part of a customised programme.

Testimonials

See what others 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

“Maureen delivers training for our managers and the results continue to exceed our expectations. There is a strong focus on the power of good communications. Maureen is a skilled facilitator who l would strongly recommend any programme.”

Jean Marten

Applegreen

“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

VHI Swift Care Clinics

“As a new manager, I gained a huge amount from the course, the group and Maureen’s in-depth expertise. It was extremely valuable to have a person-centred trainer with such a hands-on approach.”

Eamonn O’Neill

Data Science Manager, Zazzle

“This is the best course I have attended during my professional career, I would definitely recommend Maureen and this course.”

Brendan Mundy

Area Manager, SFPA

“I was looking for a course that would give me the skills to deliver training with confidence & got a lot more! Maureen was the living role model of how a good trainer can connect and make learning easy”

Kevin O’Sullivan

Accountant, Munster Joinery Group

“I just wish I had the chance to do this course years ago when I started managing a team. I am recommending that all our management team do this course”

Cathal Stone

New Product Development Manager, Staunton Foods

Frequently Bundled With

We offer a mix and match style of workshops where you can choose different workshops to make up a full programme.

Workshop 2

1/2 day – 1 day

For those looking to improve XXXXXX XXXX.

More info

Workshop 2

1/2 day – 1 day

For those looking to improve XXXXXX XXXX.

More info

Ready to take the next step?

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