3R Coaching
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Manage complaints and incivility in customer relations

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Durée
1 day
Public
If you are responsible for dealing with customer complaints (internal or external), then this course is for you
Objectifs
  • Understand the impact you have on customers; negative and positive
  • Understand the change in your thinking and behaviour that is required to manage complaining customers
  • Recognise that it is important not to take complaints personally but to respond in a professional manner
  • Establish rapport with angry and abusive customers, and resolve their complaint
  • Appreciate the value to you and your customers when you remain calm and resist their pressure

 

Daily rate : €2000

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Updated: 26/05/2026

 

Personal Impact on Customers

  • “I’m good at managing my customers”- self-analysis
  • What do your customers think about you and your organisation?
  • The perception divide – “It’s entirely your fault!”

Managing Customer Complaints

  • Why customers complain
  • Managing extremes of behaviour
  • Managing emotion

Managing Angry and Abusive Customers

  • Managing the issue and not the person
  • Managing your customer’s emotion
  • Staying calm under pressure

Generating Customer Loyalty

  • Listening, acting and responding to customer needs
  • Using the complaint to re-shape the ‘customer experience’
  • Genuine, sincere and proactive customer service

Achieving Excellence in Customer Service

  • Best practice checklist
  • Your customer experience statement
  • Personal action plan

 

 

Prerequisites

No prerequisites.

 

Assessment method

We assess learning outcomes through role-play exercises and/or multiple-choice questionnaires or quizzes during and/or at the end of the sessions. Observations and feedback from the consultant are also provided during the role-play exercises.

Méthodes

This course explains how to stay calm under pressure, not to over react, and how to remain professional when managing issues.
Customer expectations for speed, quality, cost control and delivery have increased and customers complain when their expectations are not met. When customers complain it can be a very stressful experience and remaining calm under pressure is key to retaining long-term customer loyalty.

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