Understand what motivates a dissatisfied customer’s behaviour
Learn how best to handle this dissatisfaction before it becomes something more serious
Help reduce the volume of formal customer complaints
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.
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.