Starting 1 December 2023, closed and public bookings will only be taken via the booking portal.
Click here for more information about the portal and how to book other types of learning.
Home Foundations of public administration Customer Handling Complaints
Handling Complaints
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Understand what motivates a dissatisfied customer’s behaviour
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Learn how best to handle this dissatisfaction before it becomes something more serious
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Help reduce the volume of formal customer 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.
Delivery method
Digital
Course duration
2.2 hours
You can now make closed and public bookings online using the new booking portal.
The portal is a quicker, smoother and more intuitive booking process that gives you immediate access to up-to-date products and prices. Starting 1 Dec 2023, closed and public bookings will only be taken via the portal. Visit the How to book page to find out more.