Management / Communication

The processing of complaints and difficult customers


The dates of the next training courses are available on request.
Feel free to contact us for further information.
Number of free places: 15
Duration: 6 hours of course
Price: €1 090 VAT incl.
VAT: 21%

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a company

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・ Teach  customer-related staff how to act in a crisis situation in the face of a dissatisfied or aggressive client
・ Improve the treatment of client incidents and claims by identifying the causes of their hostilities
・ Adopt verbal and non-verbal behaviors appropriate to context and psychological analysis

Admission conditions

No admission requirement


  • The context of the claim: definitions, typology, legitimacy of the client requesting and personality profile. Avoid escalation and typology of criticism
  • Client change satisfies the client with dissatisfaction: perceived strengths and weaknesses and promises made
  • Client profile requesting: definition of satisfied customers, service rendered, lived and felt, concept of quality
  • Value system, emotions, different personality types and their detections. How to Adapt Our Communication Mode
  • The gesture of the complaint: listening techniques, questioning, the notion of empathy, argument, negotiation, saying no and ending the controversy


Rue de la station, 19
B-1300 LIMAL

of in your company...

Required papers for registration

Registration form for individuals - Registration form for company
You have to send this paper by post to Protection Unit Academy, 19 rue de la Station - 1300 Limal, « to the attention of the reception », or by mail to « [email protected] ». Do not forget to enclose the necessary annexes to your registration.


Price per group: €820

We included in our price:
・Bottles of water
・Lunch and  drink

*VAT-exempt price according to Article 44 of the VAT Code

Contact us for more information on this training course

010 418 840

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