R13,200.00 ZAR

Customer Complaints Mastery Program

We want to help your team feel pride in their work, knowing they are effectively serving customers who may be stuck and frustrated.

Join us and elevate your customer service approach, transforming challenges into triumphs and setting new benchmarks in customer experience (CX) excellence.

Date: 29 - 30 October 2025

Time: 09h00 - 16h00 (GMT+2) 

Duration: 2 Days

For group bookings, discounts, and corporate invoices, email Lelanie at [email protected]

What You Will Learn:

  • Conflict Resolution Mastery: Develop the skills and techniques to navigate and resolve customer complaints confidently and efficiently. Learn to transform potentially negative interactions into positive outcomes, enhancing customer satisfaction and loyalty.
  • Emotional Intelligence in Service: Elevate your ability to understand and manage emotions in yourself and others. Gain insights into the origins of customer anger and distress, and master the art of calming and reassuring customers in crisis, leading to more productive interactions.
  • Strategic Communication for Complaint Handling: Acquire advanced communication strategies tailored to de-escalate conflicts, address customer concerns effectively, and convey empathy and understanding, turning challenging conversations into opportunities for brand loyalty.
  • Service Recovery and Innovation: Learn how to design and implement innovative service recovery strategies that resolve immediate issues and contribute to long-term customer satisfaction and retention. Master the art of turning service failures into moments of magic.
  • Collaborative Problem-Solving Techniques: Harness the power of collaboration to address and solve customer complaints. Work alongside peers from diverse industries to share insights, strategies, and best practices in complaint handling, enriching your approach with a broad spectrum of perspectives.
  • Stress Management and Resilience Building: Strengthen your resilience and stress management skills to remain composed and effective in high-pressure customer service situations. Learn techniques to maintain personal well-being and team morale, even amid challenging customer interactions.

Your team is your greatest asset, and their ability to handle conflict with confidence can transform your customer experience.

What People Are Saying:

 I feel very motivated after these two days. I've learned silence is good. We should not be uncomfortable when there's silence and we should not try to fill the void.  That is important, especially when you are trying to negotiate.

Inga

It’s  the first time in a long time that I've been in an online session, and for me, the experience was awesome!  I have taken something out of all of the experiences.  I think it was important for me 'cause at the end of the day we are trying to create synergy.

Lumi

What I've learned with us in the call center, especially when you deal with a lot of complaints, you tend to work as a robot.  I've learned that I can be empathetic and I have a lot of skills that I'm going to share with my team so that we can make an impact in our clients' lives. When they call us, they know that we care for them.

Brenda