Dealing With Complaints, Conflict and Difficult Customers


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ETS are pleased to offer a half day Dealing with Complaints, Conflict and Difficult Customers course. You will gain understanding of what good or bad customer service looks like, legal aspects of customer service and dealing with complaints.

This course will cover:

  • Complaints and difficult situations
  • What causes complaints to arise
  • Common complaints
  • Impact of complaints
  • Tools to overcome and diffuse situations and protect organisational credibility and reputation
  • How to deal with complaints professionally and cost effectively
  • How to deal with conflict within a team