Professional control
Understand complaint behaviour, maintain boundaries and respond calmly without becoming defensive.
Available now · Course 7
Handling Difficult Customers & Complaints
Build practical judgement and calm professional responses for difficult customer interactions, complaints, service recovery and safe escalation across customer-facing workplaces.
Complaint Handling Practice Portfolio
Create a private CH1–CH12 practice portfolio covering complaint framing, professional responses, de-escalation, channel plans, resolution choices, service recovery, safe escalation, records, handovers and improvement. Activities are self-directed and not tutor graded; use fictional or anonymised examples and do not enter sensitive customer information.
What the course develops
De-escalation across channels
Use listening, language and channel-appropriate techniques for face-to-face, telephone and written interactions.
Resolution and safe escalation
Choose proportionate remedies, explain decisions clearly and escalate risk or authority limits responsibly.
Records and improvement
Document decisions, coordinate team handovers and use complaint evidence to strengthen service practice.
Assessment and completion
Twelve 15-question module quizzes, four 30-question integrated Track examinations and one 60-question integrated Final Examination use a 70% pass mark. A completion certificate is available only after the required learning and assessments are completed. It records course completion and is not an accredited qualification or a guarantee of employment or workplace outcomes.
Enrol securely
Build calm, defensible complaint-handling practice
Enrol once-off for R597. Review the course-only option and optional Olivia minutes before deliberately continuing to Peach Payments.
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Talk naturally with Olivia for explanations, examples, practice and role-play within an eligible Business lesson or practical task you own.
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The authorised course, lesson or CH1–CH12 milestone keeps each conversation relevant and private.
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Choose 15 minutes for R109, 30 for R179 or 60 for R349.
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