Managing Difficult Calls and Complaint Escalation

• Understanding Challenging Customer Interactions

• Causes of Frustration and Escalation

• Communication Skills for Handling Difficult Calls

• Active Listening and Empathy Techniques

• Maintaining Professionalism Under Pressure

• Managing Complaints Effectively

• De-escalation Strategies for Telephone Conversations

• Setting Boundaries and Managing Expectations

• Complaint Handling Procedures

• Escalation Processes and When to Involve Management

This programme is suitable for reception staff, customer service teams, call handlers, administrative staff and any employees responsible for handling complaints or dealing with the public.

Group Training: All programmes can be tailored to reflect the specific challenges, policies and working environments of the organisation.

Instructor Led Classroom Based

Onsite Group Training Options are also available, please email for further details and of our group training rates.

Product Description

This Managing Difficult Calls & Complaint Escalation is designed for staff who regularly engage with the public or service users, this course focuses on managing challenging telephone interactions in a calm and professional manner. Participants will learn techniques to handle complaints effectively, de-escalate difficult conversations and maintain professionalism while managing expectations

Group Training: Please email or call for further details of our group training option/group rates. All programmes can be tailored to reflect the specific challenges, policies and working environments of the organisation.

Type of Course: Managing Difficult Calls and Complaint Escalation

National Framework of Qualifications Level: N/A

Certification: Managing Difficult Calls and Complaint Escalation

Method of Delivery: Instructor Led

Entry Requirements:
Minimum age- 18 years old

Protection for Enrolled Students:
N/A