Customer Service Recovery & Complaint Handling

Service problems happen—delays, mistakes, missed expectations, system issues, and service disruptions can quickly turn a normal customer interaction into a complaint. What matters is how employees handle the situation and whether they can resolve the problem without making the customer experience worse. This practical programme equips participants to handle complaints confidently, manage difficult customer conversations, resolve service problems, make appropriate recovery decisions, and rebuild customer trust. The focus is on situations customer-facing staff deal with every day and the communication and problem-solving skills needed to handle them effectively.