Certificate in Effective Customer Complaints, Management and Resolution

Name: Certificate in Effective Customer Complaints, Management and Resolution
Rating: 4.7 (1076 reviews)

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Classroom Dates

22 - 26 Dec 2025

Dubai

$5,950

04 - 08 May 2026

Dubai

$5,950

21 - 25 Dec 2026

Dubai

$5,950

Propose your preferred Venue and Date

Overview

The Customer Complaints Management training course is designed to equip professionals with the skills, strategies, and confidence to effectively address and resolve customer concerns with empathy, professionalism, and efficiency.

When handled properly, customer complaints can provide valuable insights into service gaps and areas for improvement. This comprehensive training takes a structured approach to complaint handling—from the first point of customer contact through to resolution and feedback—empowering participants to transform negative experiences into opportunities to build trust, foster loyalty, and enhance long-term customer satisfaction.

Whether managing customer service teams or interacting directly with customers, participants will gain practical tools to remain composed under pressure, de-escalate challenging situations, and apply resolution strategies that protect and strengthen the organisation’s reputation. By blending theory with hands-on application, this course ensures participants leave ready to handle real-world challenges with confidence.

Expand All Objectives

By the end of this Customer Complaints Management training course, participants will be able to:

Recognise the strategic value of effective complaint management in customer relations
Apply a consistent, structured complaint-handling process
Analyse complaints to identify root causes and implement preventive actions
Communicate with empathy and professionalism in high-stress interactions
Apply conflict resolution and emotional intelligence techniques under pressure
Use complaint data as a tool for continuous service and process improvement
Foster customer satisfaction and loyalty through proactive resolution strategies

Training Methodology

The Energy Training Centre Customer Complaints Management training course is highly interactive and practical, using a variety of engaging methods, including:

Instructor-led presentations with key frameworks and best practices
Group discussions and case studies on real-life complaint scenarios
Role-plays and simulations to practice de-escalation and resolution skills
Interactive workshops for designing structured complaint-handling workflows
Video demonstrations and team-based exercises for experiential learning

Each participant will leave with actionable strategies, tools, and templates to immediately improve their organisation’s customer complaint handling processes.

Who should attend?

This complaints management training is ideal for professionals who are responsible for managing customer interactions, addressing feedback, and leading service improvements. It is particularly beneficial for:

Customer Service Representatives and Call Centre Agents
Frontline and Customer Support Staff
Customer Relations and Client Service Teams
Supervisors and Team Leaders in service departments
Quality Assurance and Process Improvement Personnel
Managers overseeing service excellence or customer retention
Professionals seeking to strengthen their customer complaint handling capabilities

Course Outline

Day One: Introduction to Customer Complaints Handling

Overview of the course and its objectives
Importance of effective complaint handling
Types and sources of customer complaints
The impact of unresolved complaints on businesses

Day Two: Complaint Handling Process

Developing a complaint handling process
Steps in effective complaint resolution
Setting realistic expectations for complaint resolution

Day Three: Root Cause Analysis

Identifying the root causes of complaints
Fishbone (Ishikawa) diagram technique
Pareto analysis for prioritizing issues

Day Four: Conflict Resolution and De-escalation

Understanding conflict in complaint situations
Techniques for de-escalating customer emotions
Conflict resolution strategies
Handling escalated complaints and when to involve supervisors

Day Five: Continuous Improvement and Feedback

The importance of feedback loops in complaint management
Establishing a feedback system
Key performance indicators (KPIs) for complaint handling
Using customer feedback for process improvement
Course wrap-up, certificates, and closing remarks

Certificate Awarded

After successfully completing this training course, delegates will receive The Energy Training Centre Certificate of Completion as recognition to their achievement. This certificate validates their commitment to enhancing their skills and expertise in their respective fields.

Certificate in Effective Customer Complaints, Management and Resolution Training Course FAQ's

WHY ENERGY TRAINING CENTRE?

Industry Leading Expertise

Flexible Learning Options

Trusted & Approved

Best Prices

Our industry leading training courses cover the entire energy ecosystem, from conventional energy, to renewables. Regardless of where you are in the renewable sector, from start-up to NOC – our goal is to provide our clients with future-proof professional training and development to help you lead in navigate the energy transition. We are supporting clients within the conventional energy industry, such as those in oil gas adopt and implement effective strategies and systems to reduce their carbon footprint and emissions. We also deliver training and run bespoke programs for clients who may be making a larger scale transition into the renewable energy market. For those organisations who are growing or are fully established in the renewable energy space we offer professional development training to further their knowledge and skills, and ensure they are up-to-date with industry standards and regulations.

Get all your questions answered here!

If you need more help in answering your questions, feel free to contact us!

Training Services

Do you offer job placement assistance after completing a course?

While we do not provide job placement services after the training course, we are confident that our programme equips you with the necessary tools and knowledge to enhance your career prospects and promote career growth. Our training course are designed to empower you with valuable skills and expertise to excel in your chosen field.

Do you provide assistance in hotel accommodation?

Yes, here are the following options we can offer to assist you:

Corporate Discount – We can extend our corporate discount to participants staying at the same hotel, if we have any. Please enquire about the availability of this discount when you register for the training course.
Nearby Hotel Suggestions – If you prefer other accommodations, we can provide a list of nearby hotels to suit your needs and budget.

Feel free to go through hotel booking platforms on the internet to find the most cost-effective for you.

Can you help me obtain visa?

Yes, we provide assistance by issuing a Letter of Invitation stating that you are confirmed to attend our training.

Where are your training courses held?

We offer multiple international training venues, which can be accessed via the following link: https://energytraining.ae/training-locations

Our training courses are conducted at partnered hotels located within the specified training areas. Please note that venue assignments may vary based on availability. For the most current information, do not hesitate to contact us at [email protected].

Who is the senior consultant teaching the training course?

We value transparency and are happy to provide our instructor’s profiles upon request. If you would like to learn more about our instructor’s’ qualifications, expertise, and experiences, please email us at [email protected].

Do you offer customized training course for organizations?

Yes, we do. We provide tailored training courses designed to meet the specific requirement of larger group of individuals. These customized training courses can be conducted both classroom and online formats, allowing you the flexibility to choose you preferred dates and duration.

Please contact us at [email protected] to discuss your group’s training needs, and we’ll work with you to create a personalized training course that aligns with your objectives.

What types of training delivery do you offer?

We offer two main training formats to cater to different preferences and needs:

Classroom Training Delivery – Our traditional classroom-based training courses provide a face-to-face learning experience with subject matter experts. You’ll benefit form in-person interactions, hands-on exercises, and a structured classroom environment.
Online Training Delivery – We also offer convenient live/online training courses that you can access from anywhere with a stable internet connection. These courses provided flexibility and allow you to learn anywhere, making them suitable for busy schedules or remote learning.

What kind of certificates do I get?

Upon successful completion of the training course, you will receive The Energy Training Centre Certificate of Completion with corresponding learning hours.

Registration, Fees & Payment

Do you offer corporate rates?

Certainly, we do provide corporate rates tailored for organizations seeking to enrol multiple employees in our training programs. To facilitate this, we encourage you to make a formal request via email addressed to [email protected]. We’ll be delighted to discuss and offer a suitable arrangement for your corporate needs.

Is there a discount for more than one registrant per training course?

Yes, special discounts are available upon request if you have more than one registrant for a course. For further information please email us at [email protected]

What is included in the fees?

Classroom

Tuition fee for a 5-day training course
Provision of a world-class subject matter expert to deliver this training
Meeting at a hotel venue corresponding to your chosen session
Welcome food and drinks, AM / PM snack, and Lunch
Digital course materials (e-Tablet)
Course completion certificates
Designing and administration of Pre-& Post Course Assessments
Preparation of participant’s Performance and Appraisal Report, if required
Issuance of Letter of Invitation for delegates needed visa processing, if required

Online

Tuition fee for a 5-day online training course
Provision of a world-class subject matter expert to deliver this training through live/virtual delivery
An electronic copy of the training manual and relevant hand-outs
Issuance of The Energy Training Centre e-Certificate of Completion
Administration of Pre-& Post Workshop Assessments
Link access of online platform acceptable to both parties

How can I pay for the training course?

We offer two convenient payment options:

Bank Transfer – You can make payment via bank transfer. Once your registration is confirmed, you will receive an invoice with the banking details for the transfer. We would require you to supply a swift copy for us to confirm receipt of funds.
Payment Link – Alternatively, we provide a secure payment link that you can use to complete your payment after your registration has been confirmed.

Can I transfer or defer my course registration?

Yes, we do allow registration transfers in the event that you are unable to attend the training course. To initiate a transfer, please send us an official email requesting the change. We’ll guide you through the transfer process and ensure a smooth transition of your registration to another eligible participant.

When should I expect to receive confirmation of registration?

Upon receiving your registration details, either via email at [email protected] or through our online registration form, we will send you the following by email within 24-48 hours of registration.

Joining Instructions
Invoice/receipt (where appropriate)

How can I register for a course?

There are two convenient options to register for a training course:

Online Registration Form – Register for your desired training course by completing the online registration form available on our website. Simple click on the registration button or select your preferred dates and provide the requested information.
Email Registration – You can email us your intention to register at [email protected]. Our team will guide you through the registration process and provide assistance you may need.

Schedule, Duration & Timings

What is the course schedule or availability?

Our training course sessions are scheduled and posted on our website for your convenience. However, we understand that there may be specific requirement for your group. If you have a preferred venue and specific training dates in mind, please feel free to propose them to us by clicking on the button “Propose you preferred location & date” of your preferred training course.

What are your course timings?

Our course timings slightly vary between the cities we offer our training courses. Please let us know of your preferred course and session (dates/venue) through email at [email protected]. Alternatively, you may call/WhatsApp us at +971 50 746 0956.

Is your online timings standard our can be adjusted?

We understand that time zones may be different between our Senior Consultants and our delegates. Our standard online course timings (11:00 AM to 4:00 PM, GMT+4 – Dubai, UAE) may be adjusted upon confirming the programme. Our team shall communicate between the confirmed registered delegates and suggest a suitable course timing for all.

How many hours in a day is your training course?

Our standard course duration for our classroom programmes is 6 hours per day while our online session is 5 hours per day.

How long are your training courses?

Our training programmes are designed to be concise yet comprehensive, focusing on professional development. The duration varies based on the specific course content and objectives – we normally offer programmes between 5 – 10 days. However, our emphasis lies in delivering interactive and engaging sessions that prioritize depth of learning within a condensed timeframe. This approach ensures participants acquire substantial knowledge and skills efficiently.

About Us - The Energy Training Centre

Does Energy Training Centre adhere to any quality management standards?

We have been assessed by TUV Rheinland Middle East FZE and comply with Quality Management System standards – ISO 9001:2015 and ISO 29993:2017, ensuring a commitment to quality and excellence in our operations and services.

Which industries do you cover?

Our training courses span across diverse industries, encompassing sectors such as but not limited to:

Power & Utilities
Oil & Gas
Financial Institutions
Government and Regulatory bodies
Manufacturing & Production Industry

Our commitment lies in continuously refining and expanding our training course offerings to align with evolving industry landscapes. We encourage individuals to explore our website or engage with our dedicated support team for the latest information on available courses, ensuring access to the most pertinent and current educational resources.

Is The Energy Training Centre certified or recognized by any industry standards?

Yes, The Energy Training Centre is certified and recognized by several prominent industry standards. Specifically, it holds certifications from ILM, Continuing Professional Development (CPD), and the Project Management Institute (PMI).

ILM (ID# 002398B) – This certification indicates that our training programmes meet high standards for leadership and management development, ensuring that they are designed to enhance participants’ skills in these critical areas.
Continuing Professional Development (CPD) – Our recognition by CPD reflects our commitment to providing educational opportunities that support ongoing professional growth and skill enhancement. This accreditation ensures that our training courses are relevant and effective for professionals seeking to advance their careers.
Project Management Institute (PMI) – Being recognized by PMI signifies that our training programmes align with industry best practices in project management. This certification assures participants that our offerings are in line with the standards required for effective project management and are valuable for those pursuing or maintaining PMI credentials.

These certifications underscore our dedication to providing high-quality, industry-relevant training that fosters professional growth and meets established standards. Additionally, we are actively pursuing further certifications and affiliations to enhance our offerings and ensure we remain at the forefront of industry best practices.

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