Half day 1: communication and non-verbal signals
You delve into communication theories and discover the impact of non-verbal signals on complaint handling.
This page was translated from Dutch with AI.
Complaint handling
A complaint is a difficult moment for many teams. In this training, you learn to handle complaints with empathy and with conversations that improve the relationship with the customer. The training is intended for 6 to 12 participants, in Dutch or English, and consists of 2 half days.
Do you recognise this?
On Monday morning, there is an angry letter in the shared mailbox. While your colleagues read it, the first sentence drops: this is the fault of another department again. Within a minute, the complaint is a discussion about who was wrong.
No one wants the customer to feel unheard, but the conversation immediately shoots into defence. You feel the tension rising and look for a sentence that calms instead of fuels.
Complaints vary from minor inconveniences to serious problems. They have one thing in common: they arouse negative emotions, in your customers and in your employees. Perhaps you notice that:
- your team reacts defensively when a customer is dissatisfied;
- conversations about complaints quickly become emotional;
- you do not quite know how to turn a complaint into an opportunity;
- constructive feedback conversations after a complaint are difficult.
Whoever takes complaints seriously gets the chance to improve the relationship with the customer and solve problems.
Why does every complaint feel like an attack?
A complaint touches on pride and the care you put into your work. So we react first to the tone and only then to what the customer is actually asking.
Then the conversation becomes a defence or an explanation that does not land. That costs energy and gives an uncomfortable feeling that lingers, even for those who did not have the conversation themselves.
It does not have to stay that way. Whoever understands the emotion behind a complaint can deal with it more calmly, and that can be learned.
How do you turn a complaint into a conversation that helps further?
Handling complaints is a skill, not a matter of a thick skin. With the right approach, the conversation stays on topic and the relationship with the customer remains intact.
Our coaches know the first seconds after an angry email or call. We start from neuroscientific principles to understand the emotions behind complaints, and in 2 half days you practise communication, non-verbal signals and constructive feedback conversations in interactive workshops.
This way you learn to see complaints as an opportunity to put something right, instead of as something you have to endure.
What you can do after the training
After the training you can:
- use strategies for internal and external communication around complaints;
- interpret and use non-verbal signals to improve relationships;
- manage conflicts when a complaint becomes sharp;
- have constructive feedback conversations to tackle complaints effectively;
- react empathetically and effectively to the emotions behind a complaint.
How we approach it
The training consists of 2 half days. We start from neuroscientific principles to understand the emotions behind complaints and then get to work with practical exercises.
Half day 2: constructive feedback conversations
In interactive workshops you learn to have constructive feedback conversations to tackle complaints effectively.
Afterwards you keep practising
Every training is extended in the THOC Learning Space, with learning materials such as a syllabus and videos. You also get an AI Coach who knows the lesson.
We work in an experience-oriented way: practical exercises with which you put the theory directly into practice.
Who gives this training
Any of our coaches can give this training. Are you an HR employee, L&D manager, manager or business leader and do you want to make complaint handling a positive experience? Tell us what you need, and we will put together a programme together.
Frequently asked questions
For HR employees, L&D managers, managers and business leaders who deal with customer complaints or want to prepare their team for them. We work with situations from your practice.
The training consists of 2 half days. The first is about communication and non-verbal signals, the second about constructive feedback conversations. We tailor the content to your request.
With six to twelve participants per group. This way there is enough room to practise with real complaint situations and get feedback from each other.
In Dutch or English. Let us know which language your team prefers, and we will take that into account in our proposal.
Every training is tailored, so we work with a quote after we have heard your request. Do you want to combine it with other skills? Then view our tailored training.
Practical details
- Formula: Personal coaching
- Languages: English, Dutch
- Participants: 6 to 12