Corporate Training – Service Management

Handling Customer Complaints

When customer complaints are handled inappropriately, it can become a disaster for the company. When handled well, it can generate business opportunity and build a strong brand. Tiptop’s handling complaint workshop helps your team develop the communication skill that can convert customer complaints into opportunities.


  • 7 sins of complaint handling: importance of taking appropriate perspectives
  • Stories behind complaints: exploring the underlying needs of customers
  • Handling emotions before handling solutions
  • From listening to resolving: the 3-step complaint handling technique
  • Responding to angry customers
  • 7 ways to respond to customer dissatisfactions
  • Follow-up after complaints: how to prevent complaints

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