Training: Managing Internal and External Customer Complaints
One of the top priorities of any organization is to satisfy both its internal and external customers. Employee experience (internal customers) and customer experience (external customers) must therefore be central to every organizational decision. Since employees are responsible for delivering products and services, it is essential that they remain engaged and motivated to effectively address customer needs and enhance the overall experience.
As Bill Gates famously said, “Your most unhappy customers are your greatest source of learning.” This quote reminds us that despite an organization’s best efforts, some customers may remain dissatisfied. Effectively managing complaints then becomes both a strategic priority and a valuable opportunity for continuous improvement.
Throughout this training, participants will take part in icebreaker activities, presentations, practical scenarios, experience-sharing sessions, a post-training action plan workshop, and hands-on exercises.
By the end of the training “Managing Internal and External Customer Complaints”, participants will be able to:
Introduction to the Training: Managing Internal and External Customer Complaints
What Is a Complaint?
- Definition of a customer complaint
- Common sources and causes of complaints
Customer Complaint Management
- The key stages of complaint management
- Receiving, analyzing, and processing complaints
- Handling and managing the complaint
- Resolution and follow-up
- Complaint reporting and documentation
- Handling dissatisfied customers in real time
Preventing Complaints Through Service Quality
- The concept of service quality
- The different levels of service quality
- The key dimensions of service quality
- Service quality and customer satisfaction
- Managing service quality (service standards, procedures, and best practices)
Managing and Preventing Internal Customer (Employee) Dissatisfaction
- Behavioral skills in the workplace
- Effective communication
- Empathy
- Professionalism and respect
- The organization’s role in managing employee dissatisfaction
- Prioritizing employee experience
- Assessing employee engagement levels and implementing corrective actions
Practical Workshops on Complaint Management
Conclusion of the Training: Managing Internal and External Customer Complaints
Other course(s) in this category
→ Training: Managing Internal and External Customer Complaints
→ Training: Customer Relationship Management and Service Quality
→ Training: Customer Portfolio Management
Prerequisites:
Objectives:
- Learn valuable lessons from customer dissatisfaction situations
- Prevent complaints as much as possible through proactive actions
- Improve the overall quality of service delivered
- Better understand the link between internal customer satisfaction (employees) and external customer satisfaction
Online
- 28/01/2026
- 29/01/2026
- 22/04/2026
- 23/04/2026
- 03/06/2026
- 04/06/2026
Montreal
- 11/03/2026
- 12/03/2026
Pricing
Practical information
- Duration: 2 day(s)
- Schedule: 9:00 a.m. to 4:30 p.m. (2 coffee breaks + 1-hour lunch)
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Format:
- Online (live virtual classroom)
- Or in person, depending on availability
📄 Download course outline (PDF)
Registration detailsInterested in this training?
Free quote with no obligation
Registration with credit card payment
FR
« Je tiens à vous remercier tous les deux d’avoir offert à mes ressources une excellente formation COBOL au cours des trois derniers jours.
Mamadou, merci d’avoir été si accommodant malgré le court préavis et d’avoir envoyé votre formateur à Gatineau pour ce cours personnalisé.
Nous avons hâte de poursuivre notre collaboration pour de futurs besoins de formation. »
(Traduit de l’anglais)
EN
“I want to thank you both for providing my resources with excellent COBOL training over the past 3 days. Mamadou, thank you for being so accommodating on such short notice and for sending your facilitator to Gatineau for this customized and personalized training course. We look forward to continuing our partnership for future training needs.”
FR
« Mamadou est venu nous aider à réorganiser notre panneau d’arrêt via un outil de rapport, Crystal Reports. Mamadou a réussi avec succès le travail de précision, au pixel près, puisque nous voulions un rapport similaire au design graphique original. Il nous a aidés à découper le projet par cycle et à intégrer le rapport à notre logiciel corporatif. La qualité que nous avons appréciée était le souci du détail et la constance. Mamadou a été très professionnel et connaît plusieurs autres technologies. Merci. »
EN
“Mamadou helped us reorganize our stop panel using a reporting tool, Crystal Reports. He successfully delivered precise, pixel-perfect work,
as we needed a report that matched the original graphic design. He helped us break the project down into cycles and integrate the report
into our corporate software. What we appreciated most was his attention to detail and consistency. Mamadou was very professional and
is knowledgeable in many other technologies. Thank you.”
(Translated from French)
FR
« Ce fut un plaisir de faire affaires avec Doussou Formation. Ce qui fait LA différence est le service personnalisé totalement à l'écoute des participants ainsi que l'adaptation aux besoins de formation. Flexibilité / Adaptabilité / Professionnalisme / Courtoisie. Merci ! »
EN
“It was a pleasure doing business with Doussou Formation. What truly makes THE difference is the personalized service, fully attentive
to participants, as well as the ability to adapt the training to their needs. Flexibility / Adaptability / Professionalism / Courtesy. Thank you!”
(Translated from French)