Handling Complaints training in Plymouth

It isn't the complaint the customer remembers
but the outcome!


Customers rarely remember the details of a complaint - but they always remember how you made them feel. Effective complaint handling can turn frustration into loyalty and protect your organisation's reputation.

Complaints are inevitable, but poorly handled complaints are avoidable. In today's online world, a single negative experience can spread quickly. Skilled complaint handling protects your reputation, strengthens customer trust, and often creates long-term loyalty.

/// Intended For:

This practical, confidence building course is designed for anyone who handles customer contact - including frontline staff, reception teams, service advisors, and support roles.

/// Course Modules

Why complaints are valuable feedback

How to prevent a difficult situation from escalating

How to turn complaints around using our AURA model

How to stay calm, professional and in control

How to handle hostility and personal comments safely

Practise complaint handling skills using realistic simulations

/// Course Outcomes

By the end of the course, participants will be able to:

  • Strengthen your organisation's reputation through confident complaint handling
  • Explain why effective complaint handling matters
  • Use the AURA model to respond consistently and professionally
  • Stay calm and in control during hostile interactions
  • Turn dissatisfied customers into loyal advocates

    Plymouth Time Mangement testimonials

    R.G. - ST LUKES HOSPICE PLYMOUTH

    "I recently attended a Handling Complaints course provided and delivered by Rob, I have to say that not only was the content exceptionally useful - his method of delivery and the whole structure of the day really put me at ease and ensured I was able to get the most out of the day. It was informative, current, and relevant information".

    J.N. - DCH GROUP

    "I thought I knew the basics about complaints. It was refreshing to learn new improved approaches to handling, managing and resolving complaints".

    M.R. - WILTON BRADLEY

    "This course has shown me the best way to approach customers to get a good solution for the customer".

    S.L. - PLYMOUTH CITYBUS

    "This course has opened my eyes to dealing with complaints!"

    • Handling Complaints Training in Plymouth




    /// Duration

    One Day

    /// Next Date

    Communicating with Customers

    /// Time

    9.15am to 3.30pm

    /// Included

    certificate Certificate

    workbook Workbook containing full course notes

    /// Course Leader

    Rob Salt

    /// Cost