Complaint Handling Techniques

Turn handling customer complaints from a tough task into a manageable one with the right techniques. This course will guide you through using strategic empathy to handle emotions effectively, avoiding the sympathy trap, and crafting intent statements that build trust. You’ll also learn how to create empathy statements that truly acknowledge and address customer feelings, making this challenging part of your job a whole lot easier. 
Topics include: 
  1. Strategic empathy - the centrepiece for managing mindset and emotion
  2. Sympathy rabbit hole – Why you’re drowning in customer problems 
  3. Intent statements – Why they build trust Building
  4. Empathy Statement – The formula for acknowledging customer emotion 

CPD Points

FBAA: 1

Course Type

Online
Self-Paced

Access

1 month

Course Duration

30 to 60 mins

Price

$55 (inc. GST)

Cancellations and refunds: A full refund is available within 14 days of purchase, on the condition that the student/s have not yet logged into the student portal. Due to the online nature of the course, no refunds are possible once the course has been accessed on the student portal.

Complaint Handling Techniques

Turn handling customer complaints from a tough task into a manageable one with the right techniques. This course will guide you through using strategic empathy to handle emotions effectively, avoiding the sympathy trap, and crafting intent statements that build trust. You’ll also learn how to create empathy statements that truly acknowledge and address customer feelings, making this challenging part of your job a whole lot easier. 

Download the workbook here

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What makes us different
  • Made by Aussies, for Aussies no American  accents here!
  • Designed by subject matter experts with extensive industry experience
  • Video based content that focusses on real-world skills and scenarios.
  • Self-paced, giving you the flexibility to complete when it suits you.

Audience

Anyone who interacts directly with customers 

Training Outcome

Students will receive a Certificate of Competition for the course.

This course is eligible for 1 CPD point with MFAA and FBAA, valid until March 2026. 

Delivery Method

Delivery is online consisting of videos and questions/activities.

The course is self-paced and can be completed in sections. We estimate it will take 30-60 minutes to complete. Course access is for one month.

Course contents

Presenters

Jodie Bedoya

Jodie Bedoya is the Founder and director of the Melbourne based training company, eMatrix, which she began after identifying a gap in practical training and guidance for frontline staff, team leaders and managers in the art of communication.

Alex Daniel

Alex has a background leading Complaints and Ombudsman teams for the energy sector, specialising in managing complex cases and assisting customers experiencing financial hardship. 

Kaelia Cockington

With a background in psychology, developmental trauma and homelessness, Kaelia brings awareness to organisations about vulnerability and how best to navigate conversations for people with complexity.

Frequently asked questions

How do I access the course once I’ve enrolled?

After you have completed the payment process, you will receive an email asking you to set up a password to login.   You can then follow the link from that email to access this course.

How long do I have access for?

Your 1 month access begins after purchase.

Can I access the course on my phone?

Yes! Our course platform is fully compatible with mobile devices, so you can learn on-the-go using your smartphone or tablet.

Will I receive a certificate upon completion?

Yes. Once you have passed the assessment you will receive a certificate of completion. You can then use this to claim your CPD points.

What if I don't pass the quiz? 

Don't stress! If you don't pass the first time, you'll get as many attempts as you need.
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