Managing Complaints and Difficult Customers

Global Management Academy Ltd


£119 inc VAT
Or £39.67/mo. for 3 months... Read more
Study method
Online, self-paced
20 Hours
No formal qualification
Additional info
  • Tutor is available to students
  • Certificate of completion available and is included in the price

5 students purchased this course


This course provides managers with the tools and resources to better manage customer complaints, manage difficult customers, and develop the policies and procedures to embed efficient complaints resolution and service recovery in the organization.

Market research tells us that for every customer complaint a business receives, many more customers have valid complaints they don't bother to tell you about. Research also shows that dissatisfied customers will tell more people about their experience than a happy customer. The impact a complaint has on your business is largely determined by you. If complaints are handled poorly, customers may withdraw their business and encourage others to do the same. Complaints that are handled well may help you retain existing customers and could result in new customers being referred to your business.


The content of this course includes:

  • Reasons why customers complain
  • Key Areas that lead to Customer Dissatisfaction
  • The Importance of Complaints Resolution
  • Empower Employees to resolve Complaints
  • Best Practice in Complaints Resolution
  • Solving Customer Problems
  • The Problem Solving Method
  • Working with Difficult Customers
  • Working with Internal Customers
  • Dealing with Angry Customers
  • Managing Anger
  • Understanding Service Recovery
  • Preventing Dissatisfaction
  • Implementing Service Recovery
  • Developing Complaints Policies and procedures
  • Learning from Complaints

Learning with Global

Online courses at Global Management Academy are IPad, Android and Mobile Phone Compatible, and comprise:

  • Online presentations
  • Online quizzes
  • Online videos
  • Downloadable learning manual / workbooks / templates/ articles (manuals contain between 60 and 100 pages)
  • Continuous Tutor support throughout the course

You will have access to your course for 90 days from the date of purchase

Who is this course for?

All staff and business owners who need to develop an in depth understanding of their markets

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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 ABC Awards and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.


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