Igniting Workplace Enthusiasm

Transforming Customer Complaints into Opportunities: Course Reviews




"I'm much better equipped to deal with challenges and turn them into opportunities to foster client relationships."

-Marlene Helgason        
System Trainer
CRI Canada


"Very interactive!"

Consumer Affairs Coordinator

"I found this to be very informative. It showed what I was doing right and things I did not know I should/could use to better situations. I enjoyed that this was an interactive program rather than watching a video and/or powerpoints. Interacting with the instructors and other participants helped the information sink in better."

-Ashley Daniel        
Customer Service Manager
First Transit

"Great info, great new tools to use. Any new tools we can gain to help better serve our patients is wonderful."

-Walter H.
Medical Assistant


"We will be better prepared for customer complaints. [The trainer] was great! Being a trainer in customer service is what I want to do and I just hope I can be at her level someday!"

-Emma Koen        
Assistant General Manager
Hampton Inn Mobile-East Bay/Daphne


"The presenters were very well prepared and inclusive, skilled at thinking on the spot and mapping the concepts to our various responses and jobs."



"I loved the interactivity of the on-line class - great use of the tool."

Manager - Exhibits


"Great to know others also experience the complaints - helps to be able to take ideas away of other ways to approach the complaint, the consumer, and finding an end result."

Sales Rep


"Simply taking care of a customer does not mean you have to "give the farm away." If you listen and follow through you will gain loyalty in your actions!"

BDC Manager


"I liked the involvement. The instructor really made it a good overall experience by including everyone and doing group activities. It will make us all better at handling complaints and keeping the customer happy which is the overall goal of most business."





This three-hour Live Online workshop provides useful strategies and guidelines for successfully resolving customer complaints. Using the Recovery Formula can help turn a complaint into an opportunity to create a loyal customer. Cross and up selling opportunities can result from a well handled complaint. Finally, examining root causes of your common complaints can help you find ways to reduce or eliminate them. By effectively resolving complaints you can reduce stress, build relationships, and improve customer loyalty and retention.

  • Numerous live sessions offered each month -- register for the time that works best for you.
  • 1-Hour virtual instructor-led sessions utilizing chat, whiteboard tools and polling
  • Fast-paced interactive exchange of timely skills and "How-to's"

"When dealing with people, let us remember we are not dealing with creatures of logic. We are dealing with creatures of emotion."

― Dale Carnegie, How to Win Friends and Influence People


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