Global Management Academy U.K.
Global Management Academy U.K.

Managing Complaints and Difficult Customers



Market research tells us that for every customer complaint a business receives, many more customers have valid complaints they don't bother to tell you about. Research also shows that dissatisfied customers will tell more people about their experience than a happy customer.


The impact a complaint has on your business is largely determined by you. If complaints are handled poorly, customers may withdraw their business and encourage others to do the same. Complaints that are handled well may help you retain existing customers and could result in new customers being referred to your business.


This course provides managers with the tools and resources to better manage customer complaints, manage service recovery, manage difficult customers, and develop the policies and procedures to embed efficient complaints resolution and service recovery in the business.



The content of this course includes:

  • The Value of Complaints
  • Reasons why customers complain
  • Key Areas that lead to Customer Dissatisfaction

  • The Importance of Complaints Resolution
  • Empower Employees to resolve Complaints
  • Best Practice in Complaints Resolution
  • Solving Customer Problems
  • The Problem Solving Method
  • Understanding Difficult Customers
  • Working with Difficult Customers
  • Working with Internal Customers
  • Dealing with Angry Customers
  • The Cycle of Anger
  • Managing Personal Anger
  • Understanding Service Recovery
  • Preventing Dissatisfaction
  • Implementing Service Recovery
  • Developing Complaints Policies
  • How to develop a good complaints policy
  • Developing Complaints Procedures
  • Learning from Complaints

Course Details

SUITABLE FOR: Experienced Supervisors, and Managers

COURSE DURATION:  20 hours (at learner's pace).

CERTIFICATION: - Global Management Academy Certificate.

ACCESS DURATION: - 90 days from the date of purchase
ONLINE DELIVERY: - Video, presentations, quizzes, virtual tutor.
RESOURCES: - Comprehensive Learners manual, additional articles and worksheets.

SUPPORT: - Personal Coach Email support throughout the course.

ILM EQUIVALENCE: M3.05 Improving Service Quality(2 Credits)

Buy this course

COURSE FEES:£89 now £59 - Click here to buy now


ILM Customer Service Management


This is course is one of 4 courses in the ILM Endorsed CUSTOMER SERVICE MANAGEMENT PROGRAM. Get all 4 courses for £240.


Certification from the Institute of Leadership and Management  Learn more...

ILM Certification



To get more information and discuss payment options, click on the link, or contact us on: 


Tel: +44 (0) 28 90640231






Please contact us on the following phone number with any questions:


+44 (0) 28 90640231


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