Handling Complaints & Difficult Customers

Handling Complaints & Difficult Customers

This course equips you with practical UK-based strategies to effectively handle complaints and difficult customers, transforming challenging interactions into positive outcomes. You will master active listening and empathy to de-escalate tension and apply models like HEAT to get to the root cause and offer appropriate solutions. Learn to identify different customer types, understand your rights and responsibilities, and confidently know when to escalate a complaint. Crucially, the course also provides techniques for managing personal stress and looking after your professional wellbeing after difficult calls, ensuring you can maintain composure and provide excellent service.