Resolving Customer Complaints™
Customer Service Course Features
SUBJECT
Customer Service
DURATION
1 Day
CERTIFICATION
ILM-Recognised
TRAINER
Nicholas C. Hill FCMI FIoL FIC
PARTICIPANTS
Leaders and Managers
DELIVERY
Open Scheduled • 1-2-1 • In-House Tailored
FORMAT
Classroom • Virtual Classroom • Hybrid
MATERIALS
Hard Copy Workbooks • Digital Workbooks
Instructor-Led Customer Service Training
Master Trainer Nicholas Hill
Nicholas C. Hill FCMI FIoL FIC is a seasoned master trainer and the creator of 68 ILM-Recognised courses. His training is high-impact and results-driven, presented in classroom and virtual classroom formats. Since 1996, he has delivered training for over 700 organisations, leading to team improvements of up to 234% in performance, 136% in efficiency, and 104% in productivity.
Customer Service Course Summary
Module 1
Customer Complaint Management
Module 2
Customer Complaint Resolution
Module 3
Complaint Complaint Escalation
Module 4
Customer Service Recovery
Participant Challenges
You face frequent complaints that escalate quickly, leaving you flustered, defensive, or unsure how to respond. You miss early warning signs, react emotionally, and struggle to manage customer expectations or restore confidence after service failures. Complaints repeat, trust erodes, and reputational damage spreads. Act now or allow unresolved issues to undermine customer loyalty and your long-term credibility as a leader.
Course Objectives
Designed and delivered by Nicholas Hill Academy Ltd, this course equips you to manage customer complaints calmly, resolve issues fairly, and recover trust after service failures. You confidently handle pressure, respond professionally under scrutiny, and strengthen team resilience. Your new approach reduces repeat complaints and safeguards your organisation’s reputation, securing long-term loyalty and operational stability.
One Day
Resolving Customer Complaints™
Module 1: Customer Complaint Management
Outcomes
• Maintain your composure under pressure to present your organisation professionally • Employ emotional management to address core customer frustrations and defuse tension • Utilise customer complaints as opportunities to improve future service delivery
Syllabus
Complaint Typology, Frustration Signals, Conflict Style, Stress Reaction, Attribution Bias, Emotional Containment, Frontline Pressure, Cognitive Overload, Fairness Perception, Negative Affect, Situational Awareness, Complaint Pathway, Accountability, De-Escalation
Module 2: Customer Complaint Resolution
Outcomes
• Resolve your customers’ issues methodically to achieve timely and fair resolutions • Address recurring service issues at their source to improve long-term customer satisfaction • Use negotiation techniques to reach practical solutions that satisfy both parties
Syllabus
Root Cause Isolation, Win–Win Negotiation, Procedural Justice, Resolution Acceptance, Problem-Solution Matrix, Apology Structure, Outcome Agreement, Barrier Identification, Resolution Time, Expectation Repair, Service Remediation, Escalation Cut-Off
Module 3: Customer Complaint Escalation
Outcomes
• Escalate qualifying issues appropriately while retaining ownership and customer confidence • Communicate clearly during handovers to reduce customer stress and reinforce trust • Collaborate across teams to deliver fast, seamless resolutions to complex problems
Syllabus
Escalation Pathway, Internal Handover, Cross-Department Coordination, Crisis Messaging, Responsibility Transfer, Role Boundary, Follow-Up Tracking, Team Authority, Hierarchy Navigation, Issue Prioritisation, Service Continuity, Customer Reassurance, Command Hierarchy
Module 4: Customer Service Recovery
Outcomes
• Acknowledge internal failures quickly and use apology techniques to restore customer trust • Turn negative moments into loyalty-building opportunities through timely, proactive follow-up • Reassure customers with investigations and solutions to rebuild confidence after failure
Syllabus
Error Recognition, Trust Repair, Post-Failure Contact, Emotional Compensation, Reassurance Scripts, Apology Frameworks, Recovery Timeline, Brand Reputation, Customer Retention, Psychological Contract, Confidence Restoration, Re-Engagement, Transparency Phrasing
Customer Service Training Delivery
Open Scheduled Course
Develop Your Skills
Enjoy powerful and cost-effective learning and development from the comfort of your home or office. Benefit from our practical and relevant training content while interacting with our master trainer and like-minded delegates from other industries.
- Leaders and Managers
- 1 Day
- Virtual Classroom
1-2-1 Tailored Course
Master Your Skills
Solve your workplace problems in private and in confidence. Receive undivided personal attention and explore modules tailored to your needs. Schedule the training to suit your pace and calendar, then watch your knowledge and skills go through the roof.
- Management Level Tailored
- 1 Day • 2 Half Days • 4 Quarter Days
- Classroom • Virtual Classroom
In-House Tailored Course
Develop Your Team
Engage in team building and develop unity through shared goals that align your team’s thinking and behaviour. We facilitate your team discussions and tailor our modules, timings, and delivery style to your organisational vision, mission, and culture.
- Management Level Tailored
- 1 Day • 2 Half Days • 4 Quarter Days
- Classroom • Virtual Classroom
Customer Service Open Courses
Included Materials
- Certificate of Achievement
- Digital Interactive Workbooks
- Professional Leader Subscription
- Pre-Course Diagnostic Consultation
- Post-Course Results Consultation
- Post-Course Email Mentoring
Optional Materials
- ILM-Recognised Certificate
- Hard Copy Workbooks
- Hard Copy Leadership Journal
- Leadership Principles Merchandise
- Leadership Style Mapping
- Post-Course Leadership Coaching
Course Features
- Master Trainer
- 2 Days Training
- 09:00 - 17:00 GMT/BST
- Leaders and Managers
- 5 Delegates Capacity
- Virtual Classroom
Time Remaining
- 00Days
- 00Hrs
- 00Mins
- 00Secs
On
15 May, 2025
- Resolving Customer Complaints
- 04 Places Remaining
£495
+VAT PER DELEGATE
Customer Service Course Reviews
"Nicholas Hill is a very knowledgeable and passionate coach and trainer!"
M. Sunderland Operations Directo Office of the Immigration Services Commissioner
"This course was too advanced for me, but it helped me to manage my time."
N. Brydon, Food and Beverage Manager The Elvetham Hotel Ltd
"Following your training, we are now turning around our business performance."
A. Panatti Sales Director Finish Creative Ltd
"The results achieved in this training are above and beyond what I was expecting."
S. Baker Managing Director Merritt & Baker Consultancy Ltd
"You positively changed my attitude toward leadership and management."
J. Mears General Manager Integrated Pathology Partnerships Ltd
"Outstanding and excellent feedback from our 42 delegates over four years."
O. Klochkova Chief Operations Officer Playson Ltd