Complaints Management: the value of complaints course in Amsterdam
2 start dates in Amsterdam in the coming year, the next on 17 November 2026. In a small group, with a trainer from the field.
NRTO quality mark
- Maximum of 8 participants per group
- Includes course materials, lunch and certificate
- Not satisfied? Then retake the course free of charge
- Also available as an in-company course, at your location in Amsterdam or at your office
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.
Read the full programme for Complaints Management: the value of complaints
Where in Amsterdam
By public transport
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.
Parking
Unfortunately we have no parking spaces of our own. If you come by car, your best option is a car park nearby.
Cheapest - Interparking IJ-oever Centrum (Vriesseveem 9)
For around € 17 you get a day ticket here. Booking online in advance is often cheaper still. From the car park it is a few minutes' walk to the Muziekgebouw aan 't IJ.
Closest - Parkeergarage Piet Hein
You can park directly underneath the Muziekgebouw in Parkeergarage Piet Hein. This is more expensive, however.
All dates in Amsterdam
Two-day course. In date order.
- Tue 17 & Wed 18 November 2026 10:00–17:00 · Piet Heinkade 1 Enrol
- Thu 4 & Fri 5 February 2027 10:00–17:00 · Piet Heinkade 1 Enrol
No suitable date? Send us a date request, or arrange a private group at your office.
Who you'll be taught by in Amsterdam
Ratings from participants after completing their course, across all courses by this trainer.
What participants say about Complaints Management: the value of complaints
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.
The course was instructive (partly thanks to the trainer). I learned more than I had expected; there is more background information on handling complaints than just 'merely' speaking to someone in a friendly manner.
As well as being instructive, the information given during the course can definitely be applied in practice: real tools that are genuinely useful. The content was delivered at a good pace, not too long at a stretch but not too short or too fast either. The presentation of the information was clear and sufficient. This course gives anyone who deals with customer or complaint contact really good tips & tricks.
A good course for discovering where your own sticking points lie. You get "tools" that you can use in practice. Of course, the success of this course depends on what you are able to do yourself and will go on to use.
Frequently asked questions about Complaints Management: the value of complaints
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.