Complaint Handling 1 Day Workshop |Baltimore, MD

• Duration: 1-Day Practical Training (8 Hours)
• Timing: 9:00 AM – 5:00 PM (including breaks)
• Location: Location shared via email ( Complete Address )
• Format: Classroom Training (Virtual option available on request)
• Language: English
• Certificate: Course Completion Certificate
• PDUs Awarded: 8 Professional Development Units
• Contact: [email protected]

Customer complaints are inevitable — but losing customers doesn’t have to be.

This Complaint Handling Skills 1 Day Workshop is designed to help customer-facing professionals confidently manage complaints, difficult conversations, and emotionally charged situations. Participants will learn practical techniques to resolve issues effectively, reduce conflict, and turn unhappy customers into loyal advocates.

In today’s digital world, one negative experience can quickly become a public review. That’s why organisations must equip their teams with the right skills, mindset, and communication strategies to handle complaints professionally and consistently.

This highly interactive workshop focuses on:

• Understanding why complaints are valuable to business growth
• Building empathy and emotional intelligence
• Managing hostile or abusive customers calmly
• Applying a structured complaint resolution framework (AURA approach)
• Communicating with confidence under pressure
• Turning customer dissatisfaction into positive outcomes

Through group discussions, case studies, simulations, and role-play exercises, participants gain hands-on experience and real-world tools they can apply immediately in the workplace.

• Customer Service Representatives
• Front Desk & Support Staff
• Call Centre Executives
• Sales & Relationship Managers
• Team Leaders & Supervisors
• Anyone dealing directly with customers

No prior experience required.

By the end of this workshop, participants will be able to:

• Explain why effective complaint handling is critical to business success
• Respond to customer complaints confidently and consistently
• Use the AURA framework to resolve issues professionally
• Demonstrate empathy and active listening
• Handle hostile customers calmly and constructively
• Prevent escalation and manage emotional situations
• Turn complaints into opportunities for customer retention

Welcome & Workshop Overview
Introductions
Participant expectations
Understanding the impact of customer complaints

Module 1: Why Complaints Are Good for Business
The hidden value of customer feedback
Cost of losing customers vs retaining them
Changing mindset: from problem to opportunity
Group activity: learning from real complaint scenarios

☕ Morning Break

Module 2: How Complaints Go Wrong
Common mistakes in complaint handling
Behaviours that escalate situations
Self-reflection exercise based on past experiences
Identifying personal improvement areas

Module 3: The AURA Complaint Handling Framework
Acknowledge
Understand
Respond
Act
Applying AURA step-by-step
Case study practice in small groups

🍽 Lunch Break

Module 4: Core Complaint Handling Skills
Building empathy and rapport
Active listening techniques
Managing emotions and staying professional
Clear communication under pressure

Module 5: Handling Hostile Customers
Understanding customer anger
De-escalation techniques
Maintaining control in difficult conversations
Practical strategies for challenging interactions

☕ Afternoon Break

Module 6: Managing Personal Abuse Professionally
Setting boundaries respectfully
Protecting your confidence and wellbeing
What to say when customers cross the line
Group discussion and examples

Module 7: Complaint Handling Practice & Action Planning
Role-play simulations
Feedback and coaching
Personal action plan
Workshop wrap-up and key takeaways

• Interactive discussions
• Group activities
• Case studies
• Role plays & simulations
• Practical exercises
• Real-world examples

✔ Improve customer satisfaction
✔ Reduce escalations and complaints
✔ Build staff confidence
✔ Enhance communication skills
✔ Strengthen brand reputation
✔ Increase customer loyalty

🎓 Certification

All participants will receive a Certificate of Completion from LearneRRing, recognizing their achievement.

Exclusive OffersGroup Discounts:10% off for groups of 5-10 participants15% off for groups of 11-20 participants
Corporate & Team Training Available

Want this course delivered at your workplace or for your team? We offer customized onsite and virtual sessions for companies.📩 Email us at [email protected] for details.

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Host or Publisher LearneRRing