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Dealing with Customer Complaints Certification

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Study method
Online, self-paced
8 hours
No formal qualification
8 CPD hours / points
Additional info
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8 CPD hours / points
Accredited by The CPD Certification Service


Dealing with Customer Complaints Certification
Every business – even the biggest and most successful – has to deal with customer complaints. The business that is able to effectively manage complaints keeps customers happy and builds strong customer relationships.

This course equips employees with the knowledge and skills that are necessary, in order to increase customer loyalty, by way of an effective complaints handling process. It provides the skills for the employee to recognise the mistake that has been made and decide on the best way in which to rectify it, to the customer’s satisfaction.

The course is particularly useful as training for customer-facing staff but also for other employees, who may have duties that are related to complaint resolution.

What is Covered in the Course?

Throughout this course, team members can expect to cover the following topics:

The definition of a complaint, so that complaints can be recognised immediately;

The best ways in which to receive complaints, to enable them to be effectively resolved;

Effective methods to manage complaints in a variety of ways, in order to meet the needs of everyone who is involved;

The damage that can be caused by complaints and how to minimise it;

The process of effective complaint management, so the complaints do not impact business efficiency and productivity;

Dispute resolution tactics and techniques and how to use and apply them in the workplace;

Active listening and effective communication skills that can be used in complaint resolution;

An understanding of the customer’s emotional and psychological needs, as they relate to the complaint and its resolution;

How to diffuse a difficult situation of any type;

What the future holds in terms of customer service and how it deals with complaints;

How to create an action plan that works, when it comes to receiving and dealing with complaints.

What are the Benefits of the Course?

There are a good number of benefits associated with this course and these include:

Complaints are reactive, so a business needs to have a complaints handling procedure that can be implemented, as soon as the complaint comes about - this course equips the employee with the required skills, in order to recognise the type of complaint, identify a resolution and efficiently and effectively implement it;

Complaints are resolved quickly, more efficiently and more effectively;

The employee gains a broader knowledge of customer behaviour and learns how that relates to satisfaction and loyalty;

The course is modular, can be studied at any time and accessed anywhere, with an internet-enabled device.

Who is this course for?

There is no experience or previous qualifications required for enrolment on this course. It is available to all students, of all academic backgrounds.


The course does not require any pre-knowledge to pursue the course. And it is compatible with any kind of device. You will get the same experience in learning whether you are using Windows, Mac, a smartphone or tablet. You can access the course materials with any kind of connection, from anywhere, without any limitation!

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What does study method mean?

Study method describes the format in which the course will be delivered. At courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.