Customer experience
Effectively handle customer complaints verbally
Turn every complaint into an opportunity to strengthen the customer relationship.
What our clients have observed:
-
30
%
processing time
+
25
%
post-complaint customer satisfaction
100
%
practice consistency
What participants are saying
«
A very practical method that helped us manage tense situations better and structure our responses without improvising.
Groupe Apicil
»
Key skills
developed
Objectives
Structure complaint handling with the ACRO method
Adopt a reassuring, professional approach in tense situations
Reframe and understand client expectations precisely
Provide clear, fair, well-reasoned answers
Close effectively to restore the customer relationship
Duration
1 to 2 days depending on your needs
Format
In person or remote
Audiences
Employees/Managers
Group
Ideally 6 to 8 participants, 10 maximum
Prerequisites
No prerequisites
Pricing
From €1,700 excl. tax / day
During training,
we train
Methodology
ACRO Method
A structured 4-step approach to handle every complaint with consistency, clarity, and strong interpersonal effectiveness in spoken communication.
Pedagogy
Scenario-based exercises, role-playing, and group discussions to build reflexes you can apply directly in real-life situations.
Resources
A practical toolkit
Digital memo, individual action plan, and practical resources to start taking action right away.
Assessment & certification
Altival is Qualiopi-certified — Training Programs
Midway through and at the end of the training program
Assessment of skills gained through real-life scenarios and structured self-assessment
By day 30
Follow-up questionnaire to measure how learning transfers to real-world situations, sent to the manager and the participant
At the end of the training
Issuance of a certificate of completion and a certificate of attendance that meet Qualiopi requirements
Your questions,
our answers
Is this training program suitable for experts?
Do we work on real-world cases?
Does training help you handle difficult customers better?
Is there support after the training program?
Take it further
Training to prevent and effectively manage incivility
Anticipate customer conflicts and defuse difficult situations before they escalate.
Facing incivility
Respond effectively to customer complaints in writing
Make your written responses more professional with a structured method for greater efficiency and customer satisfaction.
Claims management
Respond effectively to customer requests verbally
Respond accurately and quickly to every customer request, for greater efficiency and satisfaction from the very first interaction.
Client Relationship Excellence
Not a quote.
A conversation.
In 30 minutes, we understand your challenges and shape a tailored solution together. Our clients often say it’s the most useful conversation in their selection process.
Response within 24 business hours
No commitment
An expert team listening to you
