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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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€ 200.00 200.0 EUR € 200.00

€ 200.00

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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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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: Investing in Skills (IIS) is the funding route for this course. Malta registered employers can recover up to 70% of eligible training costs for their staff as a tax credit. Ask your employer, or contact us and we will guide you through the application.
Course Details
Date/s of Next Intake May 2026 or July 2026
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 Investing in Skills (IIS) is the funding route for this course. Malta registered employers can recover up to 70% of eligible training costs for their staff as a tax credit. Ask your employer, or contact us and we will guide you through the application.
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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No Entry Requirements
Open to everyone 18+