Complaints can happen in every business, and it’s essential that you know how to handle them effectively. Whether your complaint is over the phone, via email, on social media, or made in person, this course will give you the skills you need to handle and resolve complaints successfully.

Learning Objectives

• Recognise that how complaints are handled impacts the brand
• Recognise the need to be human and demonstrate empathy in customer interactions
• Learn how to structure a difficult conversation
• Take accountability in finding a solution that works for the customer
• Recognise complaints as a second opportunity to impress the customer and turn the situation around
• Understand the need to investigate complaints to prevent reoccurrences