Skip to Content
  1. All Products
  2. Customer Care
  3. Complaint Handling
Complaint Handling
Customer Care

Complaint Handling

https://thinktalent.com.mt/web/image/product.template/142/image_1920?unique=a0f498f

This programme is designed to reinforce the skills needed when handling complaints and problematic clients. This will enable participants to master the communication process in such difficult situations whilst maintaining a positive attitude. 

Multiple Participants?

Interested in this course for yourself? 

Require a student visa to attend this course?

Get in touch

€ 0.00 0.0 EUR € 0.00

€ 0.00

​

  • Date/s of Next Intake
  • Venue
  • Language
  • Duration
  • Hours of Total Learning
  • Entry Requirements
  • Mode of Attendance
  • Mode of Delivery
  • Grading System
  • Pass Mark
  • Funding Options

This combination does not exist.

You have already submitted a query for this product today.
Enquire Here​ 
Venue: ThinkTalent Training Room, ThinkTalent Offices, Mriehel
Language: English
Duration: Half day
Hours of Total Learning: 3.75
Entry Requirements: None
Mode of Attendance: Part-time
Mode of Delivery: Face-to-face
Grading System: Not Applicable
Pass Mark: Not Applicable
Funding Options: Get Qualified Scheme – Students can benefit from a tax credit of 70% of the cost incurred. Investing in Skills (IIS) – Employers can benefit from a refund of 70% of the costs incurred. Contact us for further guidance on how to apply for either funding option.
Course Details
Date/s of Next Intake 2025 September or 2026 January
Venue ThinkTalent Training Room, ThinkTalent Offices, Mriehel
Language English
Duration Half day
Hours of Total Learning 3.75
Entry Requirements None
Mode of Attendance Part-time
Mode of Delivery Face-to-face
Grading System Not Applicable
Pass Mark Not Applicable
Funding Options Get Qualified Scheme – Students can benefit from a tax credit of 70% of the cost incurred. Investing in Skills (IIS) – Employers can benefit from a refund of 70% of the costs incurred. Contact us for further guidance on how to apply for either funding option.
Structure of Programme:

The programme covers the following topics: 

Part 1: Introduction to Complaint Handling 

  • Why complaints matter: Turning complaints into opportunities 
  • The impact of poor vs. effective complaint handling 
  • Participant reflection: Recent difficult customer interaction 

Part 2: The H.E.A.R.T. Model  

  • Breakdown of the H.E.A.R.T. acronym: 
  • Hear the customer 
  • Empathise 
  • Apologise 
  • Resolve 
  • Thank the customer 
  • Role-play activity: Practising H.E.A.R.T. in real-life scenarios 

Part 3: Declining a Customer Request Without Saying “No”  

  • Language that creates resistance vs. language that diffuses tension 
  • Techniques for offering alternatives and managing expectations 
  • Mini-exercise: Rewriting customer responses without using “no” 

Part 4: Handling Abusive or Aggressive Customers 

  • Recognising verbal abuse vs. assertive communication 
  • Staying calm: Emotional regulation techniques 
  • Protocols and phrases for safely disengaging 
  • Scenario practice in small groups 

Part 5: Wrap-up and Action Planning  

  • Summary of key takeaways 
  • Personal action plan: What will I do differently from tomorrow? 
  • Q&A and feedback