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Managing Customer Complaints

Empower your staff to ensure customer complaints are efficiently and effectively handled and resolved

Have you ever wondered why other businesses or service providers seem to have more satisfied customers? Join us for this refreshing one-day look at complaints and customer management and leave armed with all the tools and tips you need to turn your customers into Raving Fans!

Dealing with customers complaints is very stressful IF you have no plan of action!

Most people clam up and are lost for words when a customer explains they are not happy with your establishment. Many customers become aggressive and difficult if they perceive that the person in charge of offering solutions is uncaring or uncooperative. If you and your staff are equipped to deal with complaints professionally, this could turn an unhappy dissatisfied customer, into a loyal customer for life.

By learning a few simple rules and steps to dealing proactively with people, you will learn how to resolve complaints and trying customer situations more effectively, and in turn, assist you and your business to create more easy-going, loyal customers for life.



Front Foot Strategic Consulting has been awarded accreditation status as a provider of Education and Training in terms of the South African Qualification Authority Act.

All Front Foot workshop presenters are subject-matter experts.

Front Foot is a Majority Black-Owned Level 2 EME – 125% Recognition

Register now for this workshop


  • The Customer
    • How customers create their expectations and what causes them to complain
    • Their mindset when lodging a complaint and how they would prefer to be treated
    • The mindset to adopt when assisting dissatisfied clients
  • Complaint Statistics and how they affect your business
    • The cost of an unresolved complaint
    • The cost of resolving the complaint
    • The number of people who learn of a bad service experience from ONE unhappy customer?
    • The percentage of customers that will stop using your services due to a bad experience
    • The percentage of customers who complain dishonestly?
  • Why complaints are necessary and positive for any company/organisation
    • If complaints are dealt with pro-actively, this will improve your business


  • How to create a company policy to ensure customer complaints are resolved (as far as possible, in line with company practices)
    • Identify common complaints and causes
    • Formulate solutions that may be offered to customers (empower staff)
    • Identify complaints that may be dealt with by front line staff
    • Identify complaints that should rather be dealt with by management
  • Communication skills to practice when dealing with complaints
    • Verbal skills to master in order to display confidence, enthusiasm and co-operation
    • Non-verbal skills to master in order to display confidence, care, concern and willingness to assist
  • 7 steps to resolving complaint situations, including:
    • Clarifying the complaint
    • Practices to avoid while a customer is complaining
    • Finding solutions with the customers to resolve the complaint
    • Following up with customers once a complaint has been resolved
  • Complaint Simulations/ Role plays:
    • During the workshop, complaint situations will be simulated to give delegates an opportunity to deal with complaints and practice their skills.
    • Role plays will be analyzed and feedback will be provided after each simulation to assist delegates to improve their skills

Who should attend?

  • Managers of front line staff
  • Sales and service staff, or any person dealing with the public
  • Company Trainers

Training approach

Our workshop presenters use interactive tools that allow learners to learn by doing.

The experience for learners is fun, rewarding, lasting and integrative, whilst employers are assured of a high return on investment in training.

Event Information:
Date: 3rd November 2020 at Birchwood Hotel & OR Tambo Conference Centre in Boksburg

1st December 2020 at Benvenuto Conference Centre in Randburg

13th January 2021 at Birchwood Hotel & OR Tambo Conference Centre in Boksburg

3rd February 2021 at Benvenuto Conference Centre in Randburg

Map: View map
Duration: 1 Day
Cost: R2 230.00 excl VAT
R2 702.50 incl VAT
Surcharge: Strict Halaal and Kosher meals carry an additional surcharge

Upcoming Events:
Visit our events calendar for more information.

Upcoming Workshops:
Visit our workshops calendar for more information.

10% discount for two or more delegates

10% discount if you attend two or more workshops

15% discount for four or more delegates

In-house at your offices
discount for 5 or more delegates

30% discount for 8 or more delegates

35% discount for 10 or more delegates



Contact Adele on
011 867 7299 or email

Bookings and Enquiries
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Front Foot courses are compiled and presented by subject matter experts
and industry specialists to ensure the highest and most current standard of excellence in all our workshops and training
Front Foot workbooks and workshops are aligned to the prevailing Unit Standard;
Front Foot provide business training to business people;
Training is held at premium training venues.