Complaints Handling

Our client commissioned a series of workshops for its customer service staff following a review of its quarterly customer complaints.

The idea behind the workshops was to explore issues from a range of perspectives including the customer, team member and organisation. The interactive sessions examined through role play the impact and experience that a poor handling of a complaint could have upon a customer.


  • Staff reported feeling more empowered and greater sense of resilience.
2019-10-15T08:47:25+00:00 Case Studies, Customer Experience|