Service ExcellenceSE 201

Service Recovery and Complaint Handling

A structured method for handling complaints, escalations and incidents without losing the customer.

A receptionist helping a guest sign in at a front desk
Duration
1 Day, 8 hours
Level
Intermediate
Mode
Classroom
Class size
Up to 20 learners
Certification
Certificate of Completion

Who Should Attend

Shift leads, supervisors and managers who handle complaints in person, by phone or online.

Entry Requirements

Minimum qualification
GCE 'O' Level, Higher Nitec or equivalent
Language
Able to listen, speak, read and write in English
Working experience
Some experience dealing with customers directly

If you do not meet the minimum qualification, we may still accept you based on your working experience. Contact us before you register.

Learning Outcomes

By the end of the course, you will be able to:

  • Use a step-by-step recovery method for in-person, phone and online complaints
  • Lower the tension with an upset customer through what you say and how you stand
  • Decide what you can offer to put things right, within your authority
  • Record an incident with the facts and evidence needed for follow-up
  • Know when and to whom to escalate, including complaints that reach regulators

Course Outline

1 Day8 hours
01What complaints tell you1 hour

Reading a complaint for what it says about your operation, using anonymised cases.

02De-escalation2 hours

Listening, acknowledging and lowering tension, practised in role-plays of increasing difficulty.

03Putting it right1.5 hours

Recovery options, limits of authority and following up after the customer leaves.

04Incidents and escalation2.5 hours

Fact-finding, evidence and written reports. Complaints that reach government agencies or social media.

05AssessmentFinal session1 hour

See the assessment section below.

Assessment

Method

A recorded complaint role-play and a written incident report.

When

Final session, 1 hour

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