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EasyUphill
CORPORATE DEVELOPMENT
+27 81 041 7673
training@eubiz.co.za
68 Sunstone Street, Germiston, 1401
eubiz.co.za
Administration & Office Management

Front Line Complaint Resolution

Duration
2 Days
Delivery
In-house, public or online
From
R10,000 per delegate
Certificate
On completion
Course overview

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.

What you will be able to do
  • 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
Course outline
01
Why complaints escalate and what that costs
02
Receiving a complaint without defending
03
Establishing what the person actually wants
04
Resolving within your authority and knowing its limits
05
Complaints that must be escalated immediately
06
Recording complaints so patterns become visible
07
Follow up and confirming the resolution held
Upcoming public sessions
DatesVenueDurationFee per delegate
27 to 28 Oct 2026Cape Town2 DaysR10,000
16 to 17 Nov 2026Johannesburg2 DaysR10,000
7 to 8 Dec 2026London2 DaysUS$1,100
11 to 12 Jan 2027Dubai2 DaysUS$1,100
15 to 16 Feb 2027Pretoria2 DaysR10,000
13 to 14 Apr 2027Durban2 DaysR10,000
5 to 6 Jul 2027Cape Town2 DaysR10,000
Fees exclude VAT. This course can also be delivered in-house at your premises on dates that suit your team, or live online.
To book or ask for an in-house quote

Reply to the email this brochure came with, call +27 81 041 7673, or visit eubiz.co.za and open this course.

EasyUphill Training & ConsultingTailored training that moves teams forward.
+27 81 041 7673  ·  training@eubiz.co.za
68 Sunstone Street, Germiston, 1401  ·  eubiz.co.za