Communication Skills & Complaint Handling
A programme that develops effective communication inside and outside the organisation and the handling of internal and external complaints: leadership and a climate of dialogue, listening and persuasion, and complaint-resolution steps.
At a glance
- 5 days · 1 week
Who it's for
- Front-line and customer-facing staff
- Supervisors
- Call centre agents
Learning objectives
- Communicate clearly and respectfully
- Create a climate of dialogue
- Listen and persuade
- Handle complaints and difficult customers
Detailed content
- Verbal and non-verbal
- Clarity
- Tone
- Respect
- Empathy
- Trust
- Active listening
- Questions
- Persuasion techniques
- Complaint steps
- Calming anger
- Service recovery
Day-by-day agenda
A typical schedule. In-company versions are tailored to your processes, data and timing.
- Effective communication
- A climate of dialogue
- Listening and persuasion
- Handling complaints
- Practical workshop applying the tools to participants' cases
- Case study, action plans and course assessment
Practice, tools and assessment
Hands-on practice
- Customer-journey mapping of one service with pain points
- Role plays: difficult customers and complaint recovery
- Design a service standard and measure it (CSAT/NPS)
- Practice sessions with peer and trainer feedback
Tools and templates you keep
- Customer-journey map template
- Complaint-handling flow (LAST/HEARD)
- Mystery-shopping checklist
- Self-assessment questionnaires
How learning is assessed
- Pre- and post-course knowledge check
- Assessment of practical exercises by the trainer
- Action plan reviewed at the end of the course
Built on these standards and bodies of knowledge
- ISO 10002 (complaints handling) and ISO 23592 (service excellence)
- COPC CX Standard
- Kirkpatrick evaluation model (train-the-trainer)
Certificate
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
How it is delivered
- Public courses in Cairo, in-company programs and live online training
- Practical exercises, case studies and examples from your sector
- Can also run as Train & Stay in Sharm El Sheikh, Hurghada or Cairo
Part of these career paths
- Customer Experience & Sales · Foundation
Frequently asked questions
How long is Communication Skills & Complaint Handling?
The program runs 5 days. In-company versions can be adapted to your needs.
Is the course taught in Arabic or English?
Sessions are usually delivered in Arabic with English technical terms and materials. Full English delivery is available for in-company groups.
Can you run it inside our company?
Yes. In-company programs use exercises built on your own processes. Tell us the group size and preferred timing and we will send a proposal.
Will I receive a certificate?
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
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Get dates, fees and the full outline.
Tell us whether you are joining as an individual or planning a program for your team.