handling complaints online learning

Handling Complaints – Online Learning

This course will help ensure learners can effectively manage situations where someone may have cause to complain and turn what could be a negative into a positive outcome. With this e-learning course:

  • Identify the common types of internal and external complaints you may face in the workplace
  • Appreciate the benefits of complaints and how they can drive improvement
  • Overcome common complaints in the workplace, fairly and with all due process
  • De-escalate customer complaints and manage expectations to resolution
  • Apply effective complaint handling techniques, through theory and practical case studies

Course Introduction

In today’s fast-paced and interconnected world, customer feedback and complaints hold tremendous power. How an organisation handles complaints, whether internal or external, can significantly impact its reputation, customer loyalty, and overall success. It’s not just about resolving issues, but also about creating positive experiences that can turn dissatisfied customers into loyal supporters.

This e-learning course will help learners gain the confidence to handle complaints with finesse, transforming each interaction into an opportunity to exceed expectations and build stronger, more fruitful relationships with customers, employees and clients.

Course Content

Module 1 – Handling Complaints
  • Understand complaints, how they affect a business and how to deal with them
  • Identify the benefits of complaints and how they can help improve a business and its processes

Workplace Complaints

  • Define the many reasons for complaints in the workplace and how they should be approached
  • Explore how workplace complaints might be submitted
  • Understand how internal complaints should be reviewed and processed.
  • Highlight the importance of confidentiality when dealing with internal complaints
  • Explore the key steps to internal complaint resolution
  • Undertaking a formal complaint investigation

Customer Complaints

  • Appreciate the heightened emotions that can occur in a customer complaint situation
  • Acknowledge how a complaint should be received and what a client is looking for at that point
  • Follow the basic steps to dealing with a complaint, whether written or in-person
  • Explore communication styles and methods of handling a complaint conversation
  • Use clear tips to help de-escalate the situation
  • Approach angry customers calmly and using simple techniques
  • Understand the importance of finding a resolution and offering compensation where possible and necessary
  • Establishing the most common reasons for complaint and how to handle them
  • Learn from mistakes using core review techniques
  • Complete knowledge checks and case studies throughout to help embed learning
Module 2 – Assessment and CPD certificate
  • A chance to test your knowledge of the topic with scoring
  • The e-learning course comes with free CPD certificates for the learners


All content can be adapted and altered to suit your needs. Courses are white-label as standard, but can include logos and branding where required. We can also provide AI generated language translations on demand.


All content is regularly reviewed and updated to ensure technical accuracy, best practice and legal compliance for your learners. Updates are all automatically made to content.


Your employees will receive personalised and dated certificates upon successful completion of our CPD certified e-learning courses. All courses have relevant accreditations.


Deliver e-learning courses via your own branded learning portal provided by us or upload our regularly updated courses to your own LMS if you would prefer.

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