1. Introduction to Complaints Handling training course
   - Importance of effective complaints management
   - Impact of unresolved complaints on reputation and customer satisfaction
   - Objectives and benefits of complaints handling training

2. Understanding Customer Expectations
   - Identifying common customer complaints and concerns
   - Recognizing the emotional aspect of complaints
   - Understanding the value of customer feedback for business improvement

3. Communication Skills for Complaints Resolution
   - Active listening techniques
   - Empathy and rapport-building strategies
   - Assertive communication to manage difficult situations

4. Complaints Handling Process
   - Receiving and documenting complaints
   - Prioritizing and categorizing complaints based on severity
   - Setting clear timelines for resolution

5. Investigating Complaints
   - Gathering relevant information and evidence
   - Analyzing root causes of complaints
   - Collaborating with relevant departments for investigation

6. Resolving Complaints Effectively
   - Developing creative solutions to address customer concerns
   - Providing timely and satisfactory resolutions
   - Empowering frontline staff to make decisions

7. Managing Difficult Customers
   - Dealing with angry or upset customers professionally
   - Defusing tense situations and managing emotions
   - Maintaining composure and professionalism under pressure

8. Follow-Up and Feedback
   - Following up with customers to ensure satisfaction
   - Soliciting feedback on complaint resolution process
   - Implementing continuous improvement based on feedback

9. Documentation and Reporting
   - Maintaining accurate records of complaints and resolutions
   - Generating reports for management review
   - Tracking trends and identifying areas for improvement

10. Customer Service Culture and Continuous Improvement
    - Fostering a customer-centric culture within the organization
    - Encouraging proactive complaint resolution and prevention
    - Implementing ongoing training and development initiatives

11. Case Studies and Best Practices
    - Real-world examples of successful complaints handling
    - Lessons learned and insights from industry leaders
    - Tips for handling specific types of complaints effectively

12. Conclusion
    - Recap of key concepts and takeaways
    - Importance of investing in complaints handling training for business success
    - Encouragement for continuous improvement and commitment to customer satisfaction.