Course Details

EMA Learning

EMA - Auckland EMA 159 Khyber Pass Road, 1023 Grafton, Auckland

Full Day

Complaints happen. No matter how hard we try to keep our customers happy, problems can arise. When a customer complains, they must be greeted with quick and effective responses. Not only will we teach you how to deal with these difficult situations and how to diffuse them with less stress, we will look at how you create an environment that is open to and accepting of conflict and complaints.

What you will be able to do



• Give a quick & effective response to customer complaints
• Create an environment that is open to and accepting of complaints
• Use a complaint to re-shape the ‘customer experience’
• Manage attitudes and feelings and remain professional in difficult situations
• Use complaints to improve your level of service
• Know when to pass a complaint onto a higher authority
• How to handle your emotions when managing angry and abusive customers

What we will cover


• Understand why customers complain
• Complaint handling process
• Dealing with difficult people
• Managing your emotions
• The levels of conflict
• How to manage the issue and not the customer
• Ways to respond positively to complaints and turn these into opportunities

Who should attend


• Customer Service Staff
• Customer Service Managers

An EMA Learning Tutor