Fraud Blocker

Handling Complaints

Course Overview

  • Cost: $379.00
  • Duration: 4 hours
  • Delivery Options: In-Person & Online

Introducing our Handling Complaints Training

Learn exactly how to deal with challenging customer situations.

In this training by Skills Management Australia, attendees will develop and practise their skills in dealing with and resolving customer complaints.

Participants will also learn how to assess and categorise complaints for the purpose of addressing them more efficiently.

This customer complaints training is a great complementary option to our customer excellence program and will benefit anyone who regularly interacts with and deals with difficult customers.

Learning Outcomes

  • Develop the skills necessary to handle customer complaints more effectively.
  • Learn how to appropriately categorise complaints to handle each situation with a high level of professionalism
  • Enhance your ability to deal with challenging customer interactions, turning potentially negative experiences into constructive dialogues
  • Be equipped to address a wide array of customer concerns, ensuring each individual feels heard, valued, and satisfied with the resolution.


Why is it beneficial for businesses to receive complaints – Participants explore the reasons why complaints can be advantageous for businesses and why dissatisfied customers should not be deterred from expressing their concerns.

Ways to exacerbate a negative situation – Participants discuss approaches that could potentially deteriorate their complaint handling, then link these approaches with their own past experiences in managing complaints for improvement.

Developing Complaint Resolution Skills – Utilise empathy, understanding, self-restraint, and active listening skills to effectively resolve grievances.

Dealing with Hostility – It is unavoidable that some individuals lodging complaints will display hostility. This will be discussed, and strategies provided to address hostile customers.

Putting Complaint Handling Techniques into Action – Participants will have the opportunity to practise the skills acquired during this training to utilise them effectively in the workplace.


  • Detailed learner guide
  • Refreshments (in-person event)
  • Certificate of completion

Experiential Learning

More than simple theory, our training programs incorporate practical learning activities, group discussions and trainer led feedback and guidance.

As part of your program

Also included is a digital learner guide, refreshments throughout the training, and a certificate of attendance emailed upon completion.

Book your spot online, or speak with a Skills Management representative.


Level 1, 111 Harrington Street, Sydney,
New South Wales 2000

123 Queen Street, Melbourne,
Victoria 3000

Level 24, 215 Adelaide Street, Brisbane,
Queensland 4000

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