Advanced Customer Service & Complaint Handling
“Strategies for De-escalating & Resolving Customer Issues”
Live Zoom Webinar:
Duration: 2 sessions x 4 hrs
Time: AM Sched = 8:30am-12:30pm | PM Sched = 1:30-5:30pm
Schedule 2025: Sep 1-2 (PM) | Dec 11-12 (PM)
Live Seminar:
Duration: 2 days x 8 hrs
Time: 9am to 5pm
Schedule 2025: July 7-8 | Nov 13-14
Course Description
Handling customer complaints day in and day out is demanding—mentally, emotionally, and physically. It requires resilience, emotional intelligence, and the ability to stay calm under pressure while processing information and finding appropriate solutions to de-escalate problems for the customer. This Advanced Customer Service and Complaint Handling training program is designed to equip professionals with the skills and strategies to manage complex customer issues with confidence, empathy, and professionalism. Participants will learn to handle challenging interactions, understand customer psychology, and ensure resolution consistency.
Performance Objectives
Upon completion of this workshop, participants will be able to use their emotional strengths for conflict resolution, apply advanced communication techniques to de-escalate challenging situations, and implement best practices for documenting and handover processes to ensure resolution continuity.
Learning Objectives
By the end of this course, the participants shall be able to:
- Analyze emotional & mental skills needed for effective complaint handling
- Identify and relate to the root causes of complaints
- Apply collaborative listening and problem-solving techniques to resolve issues
- Demonstrate communication techniques to de-escalate conflicts and document resolutions
- Maintain consistency in customer service standards during callbacks and handovers
Course Topic Highlights
- Understanding Yourself & Customer Conflict Resolution
- Emotional & Mental Strengths to Develop
- Complaint Handling KPIs We Are Graded On
- Effects of Good & Bad Customer Conflict Resolution
- Understanding the Types of Difficult Customers and the Root of Complaints
- Anatomy of a Complaint
- First Call Resolution Realities – Removing Bottlenecks
- Collaborative Listening & Problem-Solving
- Documenting, Handovers, and Resolutions
- Customer Complaint Handling Clinic
- Verbal Communication & De-escalation Techniques
- Written Communication & Handover for Resolution
- Consistency in CS standard for Call-backs & Handovers on Unresolved Complaints
Who Should Attend?
This course is ideal for customer service professionals, team leaders, supervisors and frontliners who handle complex complaints and want to enhance their conflict resolution and communication skills or for those seeking to build resilience and emotional intelligence in high pressure customer interactions.
Rate:
| Webinar: |
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Php4,500 + VAT |
| Seminar: |
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Php8,500 + VAT |
Notes:
- Live Webinars are conducted via Zoom and includes eCertificate of Completion. Printed Certificates may be requested with minimal processing fee of Php100 plus shipping fee.
- Live Seminars will be held at Businessmaker Training Center in PSEC-Tektite, Ortigas Center, Pasig City. Regular Seminars include: Certificate of Completion, Seminar Kit, Meals and Drinks.
- Live Seminars include non-transferable one-time refresher seminar session within one year.
PAYMENT METHODS:
You may pay via check at our office or you may use any of these payment facilities:
Bank Deposit
Bank Account Name: Business Maker Academy, Inc.
Bank Account Numbers:
BPI SA# 4013-0306-64
BDO SA# 000-280-622-422
Landbank CA# 3732114830
Paypal/Credit Card
We accept paypal or credit card payments. If you wish to use this payment method, pls register and click on paypal as your mode of payment. Our representatives will contact you to provide our official paypal link and assist you in processing payment.
Dragonpay
We accept payments via e-wallets, credit card, online banking or over-the-counter payment centers via Dragonpay. Pls register and choose Dragonpay payment method. Our representative will contact and provide you with our Dragonpay link and assist in processing.
Gcash
We accept Gcash payments. Pls register and pay using this QR code.
DON'T FORGET TO CONFIRM YOUR BOOKING
CONFIRM TO ATTEND THE CLASS:
Please send your proof of payment and include your name, course & class date to:
Viber#: (0912) 2231826 or
Email: info@businessmaker-academy.com
Important Note: Business Maker Academy Inc. is a VAT-registered company. TIN# 223-672-691-000 VAT. For zero rated or VAT exempt companies, please include your Certificate of Exemption. Provide Form 2307 or Certificate of Tax Withheld if payment done with tax withheld. Please withhold only 2% as we are classified as suppliers or contractors of service.All bank payments should be directly deposited to our official company bank accounts only under account name:
Business Maker Academy, Inc. Please be advised that no other individual/personal bank account is authorized to collect payment on behalf of the company..