Introduction

Focusing on effective complaint resolution, this program helps you handle challenging customer situations confidently, by managing emotions, recognizing behavior patterns, deploying conflict resolution techniques, and gaining cooperation from difficult customers.

Keywords

Customer complaint handling, customer service, conflict resolution, emotional intelligence, customer behavior, challenging situations

What You Learn

1

Recognizing and understanding customer behavior patterns.

2

Demonstrating empathy for customer needs.

3

Strategies for handling hostility and resolving conflict.

4

Emotional control and attitude management in the face of personal abuse.

5

Techniques to gain cooperation from difficult customers.

6

Effective complaint handling methods.

What You Get

Videos

Videos

Articles

Articles

Digital Badges

Digital Badges

Quizzes

Quizzes

Handouts

Handouts

One-to-one mentorship

One-to-one mentorship

This Is For You If

You are in customer-facing and escalation roles, seeking to improve your conflict resolution and complaint handling skills.

How You Benefit

Reduce customer escalations and complaints.

Enhance your reputation as an effective complaint resolver.

Increase employee confidence in handling challenging situations.

Bolster customer relationships and retention.

What You Shouldn’t Miss

Negotiation Skills

Negotiation Skills

5
This program focuses on developing your abilities to effectively resolve conflicts of interest and win trust through strategic negotiation techniques.
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Customer Centricity

Customer Centricity

4.7
This program helps you with optimizing resources and aligning optimize resources and align processes to enhance the overall customer experience.
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Building Networking Skills

Building Networking Skills

5
This program focuses on essential relationship-building techniques to establish and maintain strong connections with clients, suppliers, and stakeholders.
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Assertiveness – The Power of a Positive No

Assertiveness – The Power of a Positive No

4.6
Learn to confidently say "No" at the workplace without jeopardizing your career.
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The Silver Brook Advantage

End-to-End Program Management

Every program is managed end to end by the SB team through reminders, attendance, assignments, mentorships, and tests.

Going the Extra Mile

Each program is designed and delivered with a focus on maximizing learning outcomes and achieving the terminal objectives.

The Personal Touch

Our programs are tailor-made to our partner organizations and their individual learners.

Integration across Disciplines

Programs across Life Skills, Leadership, Business, and Technology for all industry sectors.

Why Learn from

Silver Brook

19,000+

programs conducted in just 17 years.

80%

of our clients are Fortune 500 companies.

94

out of 100 learners recommend our programs to others (NPS score).

450,000+

professionals have leveled up their skills and mindsets.

40%

of our programs are mandatory for some clients’ employees.

80%

of clients repeat our programs.

800

years of collective experience in planning and upskilling.

50+

Facilitators come from top management and leadership roles.

12

countries and growing…

Get it

Customized

Call us to talk to one of our learning advisors about your upskilling requirements or use the form below to send us a message.