By: Trevor Slater

Duration: 58:55

Most organisations have, or should have, a good complaint handling process that deals with customer complaints and hopefully resolves them.  However, often the part in such a process that is missing is what to do when someone first receives a complaint?  This could be an adviser, a administrator or any person within the organisation.  The first ten minutes od dealing with a complaint is vital.  In this session experienced complaint handler Trevor Slater will give you some tips on what to do and a simple process to reduce complaint escalation.