Customer Feedback & Complaint Handling

Soft Skills Training: Complaints Management: Customer Feedback & Complaint Handling -, Malaysia Training Courses Complaints Management
By Knowledge Hub Asia
PSMB HRDF Claimable
Course Title:
Complaints Management: Customer Feedback & Complaint Handling
Training Category:
Soft Skills
Target Audience:
This course is designed for Public Relations Executives and Officers, and Front Liners who are responsible for handling customer complaints
2 days
Public Program* Now Available! »
May 2020 ›
The Hub, Jaya One, Petaling Jaya, Malaysia
Thu 14 May 2020 - Fri 15 May 2020
9:00AM - 5:00PM

Fee Per Person:
Additional fee for bank charges and currency exchange will be imposed for payment made by foreign currency.
  • Please call for Discounts & Promotions.
Register Now!

* Other terms & conditions apply.
For In-house Training »
Request for Quotation Request for Quotation
For Customization & Other Inquiries »
Contact Knowledge Hub Asia
Contact customer service +6012-266-2728
Email customer service
Delivery Methods
  • Language: English, Bahasa Malaysia
  • PowerPoint Presentation
  • Workshop
  • Group Discussion
  • Presentation Handouts
  • Simulation
  • Participant Presentation
  • Video Presentation
  • Role Play
  • Lecture
  • Case Studies
  • Certificate of Participation
Ad by Google
*Terms & Conditions

Customer Service:
Complaints Management: Customer Feedback & Complaint Handling

“Understand the different between customer feedback and customer complaint.”

By Knowledge Hub Asia

PSMB Certified Training Provider • ILM Approved Centre
Request for In-house TrainingRequest for In-house Training
Register for Public Training Public program not yet available
Register for Public TrainingRegister for Public Training
Email Customer Service Contact Customer Service+6012-266-2728


Increasingly companies are recognizing the value of a customer complaint in that it is free feedback on their experience, and an opportunity to not only resolve a problem for that particular customer but perhaps also for a much larger number of customers.

Yet how do you make sure you gather all of the information available from a complaint in order to both solve the individual’s complaint, but also prevent it happening for future customers? How do you maximise the value of that complaint?

Course Objectives

By the end of this program, participants should be able to:

  • Learn how to use critical thinking to challenge assumptions and expand perceptions
  • Understand the importance of customer feedback
  • Understand the relevance of customer feedback as a means to deliver quality service
  • Understand the expectations and perceptions of the customers
  • Discuss complaint handling procedures within the organization
  • Handle complaints with confidence and efficiency

Course Outline


1. The Differences between Customer Feedback & Customer Complaints

  • How complaints are related to customer service
  • Quality improvement and complaints

2. Types of Complaining Customers

  • Principles of resolving complaints
  • The challenges of handling customer complaints

3. The Do’s And Don’ts of Handling Customer Complaints

  • Practical checklist

4. Skills in Handling Complaints

  • Verbal communication
  • Listening skills
  • Questioning skills
  • Telephone skills
  • Writing skills


5. Converting Complaints into Opportunities

  • How to utilize complaints as a means to improve service and retain loyal customers

6. The Benefits of Customer Complaints

  • Learning from complaints

7. How to Design A Complaint Procedure Manual

  • Developing a complaints handling system
  • Designing the complaint form

8. Data Collection and Analysis

  • How to collect data from customer complaints and the elements required in data collection


This course is essentially participative and practical, emphasizing learning through experience, both from structured activities on the program eg. Role plays, group work, interactive lectures, case studies and workshop discussion from individual experience.

For In-house Training:

Request for Quotation

Request for Quotation Now

For Content Customization & Other Inquiries:

Contact Knowledge Hub Asia

Contact Customer Service


Email Customer Service

Ad by Google

Related Training Courses:

More Other Training Courses:

Published by: ,
Contact Us

"Hi, I'm your Contact Assistant! I'll help you to reach the right party for the right information. Click me to get started!"

Contact Assistant