Front Line Complaint Resolution
Most complaints are resolvable at first contact and become expensive only when they escalate. This course covers resolving complaints on the spot, and recognising the ones that must be escalated immediately.
Course outline
What this programme covers, module by module.
- 01Why complaints escalate and what that costs
- 02Receiving a complaint without defending
- 03Establishing what the person actually wants
- 04Resolving within your authority and knowing its limits
- 05Complaints that must be escalated immediately
- 06Recording complaints so patterns become visible
- 07Follow up and confirming the resolution held
What you will gain
- Receive a complaint without becoming defensive
- Establish what the person actually wants resolved
- Resolve within your authority and know its limits
- Recognise complaints that must escalate at once
- Record complaints so patterns become visible
- Follow up and confirm the resolution held
Who should attend
- Reception and front line staff
- Customer service and enquiry teams
- Administrative staff dealing with the public
- Supervisors handling escalations
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 27 to 28 Oct 2026 | Cape Town | 2 Days | R10,000 | |
| 16 to 17 Nov 2026 | Johannesburg | 2 Days | R10,000 | |
| 7 to 8 Dec 2026 | London | 2 Days | US$1,100 | |
| 11 to 12 Jan 2027 | Dubai | 2 Days | US$1,100 | |
| 15 to 16 Feb 2027 | Pretoria | 2 Days | R10,000 | |
| 13 to 14 Apr 2027 | Durban | 2 Days | R10,000 | |
| 5 to 6 Jul 2027 | Cape Town | 2 Days | R10,000 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R10,000 per delegate
- Duration
- 2 Days
- Field
- Administration & Office Management
- Formats
- In-house, public, online
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