Handling Complaints

Overview

🕮 Cross Civil Service

For anyone in a customer service environment, dealing with complaints is a fact of life. Delivering excellent customer service includes being able to spot the early signs of dissatisfaction and acting before these become something more serious. A well-managed customer interaction can prevent a dissatisfied customer from feeling their only option is to trigger a formal complaint process.

This digital course will show you how to recognise customer dissatisfaction and to see issues from their perspective. You’ll explore how to deal with dissatisfied customers, the different categories of complaint and why effective communication is so important at all stages of the process.

Please refer to the course flyer for a full description of the learning. Visit the open course schedule to see upcoming dates for all available learning.