SCR-102     Effective Complaints Handling & Service Recovery 

• Overview
• Course Objectives
• Course Content
• For Whom
• Schedule and Hours

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Effective Complaints Handling & Service Recovery focuses on equipping participants with the skills and confidence to manage customer complaints professionally and calmly. Participants will learn why customers complain, how expectations influence perceptions, and the importance of responding with empathy, clarity, and accountability to protect the organisation’s reputation.

The programme introduces structured complaint-handling frameworks and practical communication techniques to de-escalate difficult situations, handle objections, and resolve issues effectively. Through guided practice, participants will learn how to listen actively, ask the right questions, manage emotions, and negotiate win-win outcomes while maintaining professionalism.

By applying effective service recovery strategies, participants will be able to turn service failures into opportunities to rebuild trust and strengthen customer loyalty. The training emphasises ownership, teamwork, and continuous improvement, enabling participants to prevent repeat complaints and deliver consistent, high-quality service experiences.
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By the end of this programme, participants will be able to:

• Handle customer complaints confidently and professionally
• Apply structured complaint handling frameworks
• De-escalate difficult situations effectively
• Implement service recovery strategies
• Turn complaints into long-term customer relationships

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• Module 1: Customer Service & Complaint Awareness
• Module 2: Service Quality Mindset & Professional Image
  
• Module 3: Understanding Customers & Their Expectations
  
• Module 4: Customer-Centred Communication Skills
  
• Module 5: Structured Complaints Handling Process
  
• Module 6: Handling Unhappy, Angry & Difficult Customers
  
• Module 7: Service Recovery Strategies
  
• ​Module 8: Turning Complaints into Opportunities
  

This programme is suitable for customer service personnel, frontline staff, administrative and support teams, supervisors, and team leaders involved in handling customer complaints and service recovery.

This is a ​2-days programme.
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This course runs from 9:00am – 5:00pm with an hour for lunch and periodic short breaks.
 
This is an intensive session designed to include as much discussion as possible. Lunch and breaks provide an opportunity for further questioning and discussion with the instructors.

We are HRD Corp (Human Resource Development Corporation) Registered Training Provider.
​All of our training modules are claimable under HRD Corp.