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Effective Complaint Handling

September 11 @ 9:30 am - 4:30 pm

1 day course | Wednesday 11th September | 09:30 – 16:30 per day | Online via Zoom | £180 + VAT


The overall aim of our complaint handling workshop is to equip and enable all personnel to deal effectively with varying types of complaints with the overall objectives of generating and maintaining loyal customers, converting dissatisfaction to satisfaction, as well as being mindful of their own emotional needs and coping mechanisms during challenging complaint situations.

Course content

  • Understand why complaints are good for business.
  • Recognise the common reasons people complain to a business and what they expect to achieve.
  • Be able to handle customer complaints effectively and consistently, using a structured, natural approach.
  • Be able to handle the more severe, hostile complaints with confidence calmly and professionally.
  • Master own emotions when dealing with customer complaints.
  • Understand when investigation is required and how to approach and structure the investigation process.
  • Be equipped, professionally and personally to deal with varying types of complaints.
  • To be able to convert dissatisfaction to satisfaction generating and maintaining customer loyalty.

Other cohorts available

  • Wednesday 31st January 2024
  • Wednesday 5th June 2024
  • Wednesday 4th December 2024

For more information on courses and funding opportunities, contact the team via email or telephone: / 01326 211382


September 11
9:30 am - 4:30 pm


Cornwall Marine Network
Maritime Business Centre Unit 7b, Falmouth Business Park, Bickland Water Road
Falmouth, Cornwall TR11 4SZ United Kingdom
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