A complaint is more than a nuisance. It is a free tip from your customer. Those who handle complaints well win back trust and improve the product or service at the same time.
Lees de volledige beschrijving van de cursus Klachtenmanagement: de waarde van klachten
All dates in Amsterdam
None of the dates suitable? In-company takes place on a day of your choosing, and the course also runs in other cities.
Where in Amsterdam
A 19-minute walk from Amsterdam Centraal. A 4-minute walk from the 'Muziekgebouw Bimhuis' tram stop. A 3-minute walk from the 'Piet Heinkade' bus stop.
Very close by (but pricey) - Piet Hein car park
Directly beneath the Muziekgebouw you can park in the Piet Hein car park.
Cheaper alternative - Parking Oosterdok (Oosterdokstraat 150)
The entrance is beneath the Amsterdam Conservatorium. This is at the rear of the Openbare Bibliotheek Amsterdam. On Oosterdokseiland, follow the signs for 'Parking Oosterdok'. From this car park it is about a 10-minute walk to the Muziekgebouw aan 't IJ. From Parking Oosterdok it is a 10-minute walk. Follow the Annie M.G. Schmidtstraat to the end, as far as the Oosterdoksstraat. Here you turn right until you reach the water and then walk to the left, underneath all the rail, road and tram viaducts. There you can take the steel staircase up and you will come out on the Piet Heinkade. From here you will see the Muziekgebouw aan 't IJ on your left.
Please note: parking costs are at your own expense.
Who you'll be taught by in Amsterdam
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Mieke
Trainer in conversation techniques and train-the-trainer
Rating 8,8 from 385 evaluations
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Rob
Trainer in communication and leadership
Score 8,6 from 346 evaluations
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Christy
trainer in communication and leadership
Rating 9,2 from 256 evaluations
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Marjorie
Personal development trainer
Rating 8,9 from 125 evaluations
What participants thought
“I found it a very pleasant course; for me it was partly a refresher, but I did notice that some knowledge and skills had faded. The course was engaging throughout. Definitely recommended.”
K. Bouterse, Mogelijk Vastgoedfinancieringen - Complaints Management: the Value of Complaints“The course was instructive (partly thanks to the trainer); I learned more than I had expected. There is more background to handling complaints than ‘just’ speaking to someone in a friendly manner.”
S. Rietveld - Ename Uitvaartzorg - Complaints management: the value of complaints“The information given during the course is not only instructive but also certainly applicable in practice – real tools you can genuinely use. The substantive information given during the course was delivered well, not too long at a stretch but also not too short or too fast. The way the information was conveyed was clear and sufficient. This course gives anyone who deals with customer or complaint contact extremely good tips & tricks.”
S. Bodha - Odidio - Complaints Management: the value of complaints"An excellent course for discovering where your own sticking points lie. You are given 'tools' that you can use in practice. Of course, the success of this course will depend on what you are able to do yourself and will actually put to use."
P. Kemp, Terberg Leasing - Complaints management: the value of complaints
Frequently asked questions
- What will you learn in the Complaints Management course?
You learn how to handle customer complaints professionally and turn them into an opportunity. We cover listening and questioning techniques, dealing with different types of complainants, responding to unjustified complaints and devising win-win solutions. You also learn how to set up a sound complaints handling policy within your organisation.
- Who is this complaints management course intended for?
The course is suitable for anyone who deals with complaints in their work. Think of customer service or helpdesk staff, sales people, account managers and complaints line staff. Managers who want to improve complaints handling within their team are also very welcome.
- Do I need any prior knowledge for the course?
No, no specific prior knowledge is required. It is useful, however, to have work experience in a role involving customer contact, so that you can bring your own practical examples into the course.
- Do I receive a certificate on completion?
Yes, on completing the course you receive a Learnit certificate of attendance. This certificate shows that you have followed the Complaints Management course.
- How large is the group during the course?
We work with a maximum group size of eight participants. This leaves ample room to bring in your own cases, to practise in role plays and to receive personal feedback from the trainer.
- Can I also take the course in-company?
Yes, this course is also available as an in-company programme. In that case we tailor the content to the situation within your organisation and use examples from your own practice. Get in touch to discuss the options and receive a tailored quotation.
- Why is good complaints handling important?
A well-handled complaint strengthens your customer's trust and gives you valuable information for improving your product or service. A satisfied customer also stays with you longer, and retaining a customer costs less than winning a new one. Complaints are therefore essentially free advice.
- How do you deal with an aggressive or emotional complainant?
Start by listening without immediately becoming defensive. Acknowledge the emotion, summarise what you hear and ask calm questions to get to the heart of the matter. Only once the emotion subsides can you work towards solutions. During the course you practise these conversations in a safe setting, so that you are no longer caught off guard in practice.
Klachtenmanagement: de waarde van klachten in andere steden
- Klachtenmanagement: de waarde van klachten in Utrecht 3 dates, from 1 October 2026
- Duration
- Two-day course
- Next date
- 5 January 2027
- Start dates
- 2 dit jaar
- Location
- Amsterdam Head Office
Small groups, also in-company at your office.
