Customer service, complaints and abusive contact handling masterclass

Does your organisation deliver first-class customer service even when the going gets tough? This training day is powerful, practical and thoroughly enjoyable. 

Customer service, complaints and abusive contact handling masterclass

Customer service, complaints and abusive contact handling masterclass What will participants learn? 

  • How to manage the most difficult and challenging of customers 
  • Avoiding defensive behaviours 
  • Understanding where extreme behaviours originate from 
  • How to identify our own behaviour traits through the use of Transactional Analysis to successfully manage our own emotions and those of our customers 
  • Delivering a great first impression 
  • How to direct and control conversations to keep them on track 
  • Understanding complaints handling best practice to support customer service excellence 
  • How to manage escalation when the customer will not be placated. 

If your goal is to consistently deliver excellence in customer service, this workshop can be used as a platform for continuous improvement. 

People who will benefit from attending this workshop: 

  • Frontline customer service staff 
  • Managers and team leaders of frontline customer service staff 
  • Heads of service, housing and performance managers. 

“The training course I went to last week was easily the best I’ve ever attended, the trainer was fantastic and it’s already made such a difference to my job.” 

“What a brilliant day: Theresa is a pure entertainer, delivers what counts and makes the training fun and really useful.” 

“I would attend any of the training Theresa does after today, an amazing training session which really opened up my eyes on how to deal with customers properly.” 

Theresa Ganz

Customer service Theresa Ganz

Theresa Ganz has been a freelance trainer for over ten years and is a specialist in customer service, abusive contact handling, complaint management,  team development, communication, transactional analysis and presentation skills. Her background prior to her training career, comprised numerous roles in the housing sector, information technology and at Manchester Business School. Her courses are fun, practical and enjoyable. Theresa consistently achieves outstanding feedback about her training style and her ability to create a learning environment that attendees learn the maximum from as individuals and teams.

training track record

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package, please contact us by emailing