No matter how good your customer service is, complaints will inevitably arise. How you handle these customer complaints can make or break the business. This complaint-handling programme will provide you with an understanding of how to handle complaints efficiently, so any complaint can be turned into an opportunity to develop better customer relationships.


Course Objectives:

  • State and explain the effect of guests’ behaviours and their needs towards their expectations.
  • Explain why we need proactive service to prevent problems from arising.
  • Understand the use of proper communication.
  • Identify a problem prevention procedure through excellent service simulation.


Course Contents:

  • Why did the customer complain?
  • Understanding customers’ expectations
  • The benefit of complaints
  • What happens to the organisation when customers complain?
  • The art of handling complaints


Training Methodology:

  • Power Point presentation
  • Movie clips
  • Group activities


Course Duration :   3 hours

Medium of Instruction :   Thai

Participants :   Minimum 20 persons per course

Venue :   Mandarin Oriental, Bangkok

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