Handling Telephone Complaints

After working through this programme delegates will be able to:

  • Understand the importance of managing complaints effectively.
  • Handle complaints in a structured and professional manner.
  • Be aware of the importance of effective questioning and listening skills.
  • Demonstrate empathy to make customers feel understood and valued.


  • Why customers complain
  • Impact to the business
  • Good and Bad customer service experiences
  • Customer behaviours.
  • The use of LAPACT model to manage objections
  • Listening barriers and overcoming them
  • Establishing customers’ needs through effective questioning skills.
  • Demonstrating empathy.
  • Turning negative responses into positive.
  • Applying the selective agreement technique.
  • Call control
  • Dealing with abusive/aggressive customers
  • Role-plays