eBook:
How to excel at handling customer complaints
eBook:
How to excel at handling customer complaints
How are your customer service teams handling the feedback and complaints that come their way at work? Do they welcome them as opportunities to showcase their skills as confident and capable customer service advisors, always happy to rise to challenges with a positive and solution-focused mindset, determined to do their best every time? Or is there a tendency to view complaints as something a bit scary to handle or a nuisance or a threat, with people doing their best to pass the buck rather than take ownership and responsibility for finding a positive way forward?
Our eBook brings together key points of our expertise and will help your teams to really think about how they are handling the complaints and feedback that come their way while providing simple and effective ways in which to significantly improve their performance straightaway.
Our Resources
Discover our free downloadable tools, checklists, guides and eBooks, designed to help you and your people thrive at work.
Eight essentials to improve customer satisfaction
Discover the eight essential factors that form the foundation of a customer-focused culture and assess how well they’re reflected in your team.
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Six Steps to Confident Conversations for Managers and Teams
Use our six-step model to approach any workplace conversation with confidence, empathy and clarity—supporting great service and strong relationships.
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Four important productivity characteristics of Customer Service teams
Explore the four key characteristics of highly productive customer service teams and assess how consistently your team demonstrates them.
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Guide to assess your listening skills
Use our guide and 1-Day Journal tool to strengthen your listening skills and build more meaningful, collaborative relationships at every level.
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Checklist and guide: Phrases to listen out for and eliminate from customer service responses
Assess whether your teams are using language that supports positive, empathetic service and avoid common phrases that can undermine customer experience.
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Information Guide: How to ensure long-lasting impact from training
Use our guide to ensure your training investment delivers long-term behavioural change through effective, organisation-wide embedding and support.
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Assessment tool: Do your people have an Optimal Mindset?
Use our checklist to assess whether your teams demonstrate a positive, service-focused mindset and are equipped to collaborate and deliver excellent outcomes.
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Checklist: Do your people demonstrate Ownership & Responsibility?
Use our assessment tool to evaluate how well your team demonstrates ownership and responsibility in their interactions—and identify where support or development is needed.
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Assessment Guide: Management Training Needs
Use our assessment guide to evaluate your managers’ leadership capability and identify where training can unlock their full potential to inspire, influence and lead with impact.
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Assessment tool: 12 Questions to ask your customer service team
Use our 12-question assessment to uncover how your team thinks and feels about customer interactions—and identify where to celebrate strengths and offer support.
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5 Core Competencies Checklist: Assessing frontline and middle manager capability
Assess whether your frontline and middle managers have the core leadership skills to turn strategy into action and drive results.
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Communication Effectiveness Checklist: Building a Thriving Workplace
Discover how effective communication supports a thriving workplace and use our checklist to evaluate your organisation’s strengths.
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Checklist: How to meet customer expectations when handling feedback and complaints
Use our checklist to assess whether your customer service teams are equipped to turn feedback and complaints into opportunities for loyalty and improvement.
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Seven Characteristics of a Successful eLearning Experience
Explore the key elements of effective eLearning and blended programmes that deliver behaviour change and measurable business impact.
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Tactics to Improve Productivity and Make Better Use of Your Time
Use our guide to help your teams boost resilience and productivity by focusing on what they can control using seven simple, proven questions.
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Glad > Sure > Sorry – the go to complaint handling tool
Discover how our Glad > Sure > Sorry tool can boost your team’s confidence and capability in responding positively to complaints and feedback.
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Talk to us
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