Course Duration:

Complaint Handling and Customer Retention

Under promise, over deliver

Organisations spend huge amounts of money on attracting new clients, while it is far easier to retain those they already have. Explore what it takes to retain customers and learn how the way complaints are handled can impact service quality and organisational success.

Organisations spend huge amounts of money on trying to attract new clients. Yet, it is far easier and less costly to retain the ones we already have. Most unhappy customers don’t complain: they just never return. A complaint is a unique opportunity to improve our services and turn someone into a lifelong client.

This practical and engaging course explores what it takes to retain our customers and how the way we handle complaints can impact the quality of our services and overall organisational success.

Driven by the mantra “under promise, over deliver” and using the CLIENT model of complaint handling, we explore how to receive feedback with professionalism and grace, and focus on retaining the customer. We also explore how organisations typically lose customers and how smart organisations retain them.

Topics include

  • Amazing customer care
  • Communication tools
  • Client empathy
  • Telephone tips
  • The CLIENT approach to complaint handling:
    Listen Actively
    Identify problem and action
    Next Steps

This course includes

  • Engaging, up-to-date materials.
  • Take-home resource package.
  • All day catering and beverages - with dietary needs catered for.
  • Certificate of attendance.


Evolve Events
Suite 9, 150 Hay Street
Subiaco 6008

Click here for further details regarding parking, transport and location.

Our venue is wheelchair accessible, including toilets. However, if you have any special access needs or would like any support or adaptations to make learning easier for you, please let us know.


We offer a small number of scholarships to those who would otherwise be unable to afford to attend.

Scholarship recipients pay a nominal fee of $35 toward catering and materials.

Click here to apply.


Standard | $285
Corporate and Government

Non-Profit/ Individuals | $185
Staff of non-profit organisations, micro-businesses with less than 5 staff and self-funded waged individuals

Concession | $125
Concession Card Holders paying as individuals

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