Customer Complaints

In this course, Christina Dolding, an award-winning, highly experienced consultant specialising in customer and colleague experience, discusses how to turn negative into positive and deal with a difficult customer. The course also explores the difference between feedback and complaints as well as offers best practices for approaching customer complaints. 

By the end of this module, the learner will be able to:

• differentiate between a complaint and feedback
• list the most common customer complaints
• recognise best practice in handling customer complaints effectively
• explain the importance of analysing complaints to improve the customer experience.

Estimated Course duration is 15 - 20 minutes.