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🏆 MQF Level 5 Accredited · 80% tax refund (employed) or FREE (unemployed) via MySkills· Face-to-face, Malta

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Complaint Handling
Customer Care

Complaint Handling

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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. 

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  • 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

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Contact Us
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: MySkills Scheme – Employed Individuals can benefit from a tax credit of up to 80% & Unemployed individuals 100% refund of the cost incurred. On the other hand, Employers can benefit from a refund of 70%+ of the costs incurred through the Investing in Skills (IIS) – Contact us for further guidance on how to apply for either funding option.
Course Details
Date/s of Next Intake February 2026 or ​
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 MySkills Scheme – Employed Individuals can benefit from a tax credit of up to 80% & Unemployed individuals 100% refund of the cost incurred. On the other hand, Employers can benefit from a refund of 70%+ of the costs incurred through the Investing in Skills (IIS) – 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 

 

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Open to everyone 18+