Complaint Handling
Overview
Complaint Handling is a practical CPD training course designed to help employees and organisations manage complaints professionally, fairly and effectively. The course focuses on developing the communication, investigation and problem-solving skills needed to respond to customer concerns while maintaining professional standards and protecting organisational reputation.
Learners will understand why complaints arise, how complaints should be received and managed, and how businesses can use complaints to improve customer satisfaction and service quality. The course also explores handling complaints across different communication channels including face-to-face interactions, telephone conversations, emails, reviews and social media platforms.
This training suits employees working in customer service, retail, hospitality, healthcare, administration, education, housing, public services, call centres and other customer-facing environments.
What You Will Learn
• Understanding the importance of complaint handling
• Common reasons customers make complaints
• Professional communication during complaint situations
• Receiving complaints calmly and professionally
• Handling complaints face-to-face, by phone, email and social media
• Investigating complaints fairly and effectively
• Understanding complaint procedures and escalation processes
• Maintaining professionalism during difficult interactions
• Managing customer expectations and conflict situations
• Recording and documenting complaints correctly
• Using complaints to improve customer service standards
• Improving organisational processes through customer feedback
Modules
• Module 1: Introduction to Complaint Handling
• Module 2: Receiving and Managing Complaints
• Module 3: Communication and Customer Interaction Skills
• Module 4: Investigating Complaints and Finding Solutions
• Module 5: Complaint Procedures and Escalation
• Module 6: Using Complaints to Improve Services and Standards
100% online training
Access on any device, anywhere
Unlimited assessment attempts
CPD Accredited Course
£35 + VAT
On Course Enrolment
• Full online access to the course
• Instant access after registration
• Flexible self-paced learning
• Downloadable learning materials
• Online assessments
• Digital CPD Certificate upon successful completion
• Access across desktop, tablet and mobile devices
• Learner support via email
Entry Requirements
• No formal qualifications are required
• Suitable for beginners and experienced customer-facing staff
• Basic English reading and communication skills recommended
• Suitable for employees across all sectors and industries
• Ideal for customer service, administration, support and frontline staff
Course Assessment
The course is assessed through online knowledge checks and a final assessment completed at the end of the training. Learners must successfully complete the assessment to receive their CPD certificate. The assessment evaluates understanding of complaint handling procedures, communication techniques, investigation processes and professional customer interaction skills.
Course Duration
The Complaint Handling course typically takes around 3 to 4 hours to complete. Learners can study at their own pace and revisit the learning materials whenever needed during the access period.
The flexible online format allows organisations to provide complaint handling training without interrupting day-to-day business operations.
