Handling Complaints

Running Time: 17 minutes

The TakeAway Training Film Series comprises short, practical training films providing managers, supervisors and staff with techniques, advice and ideas on some of the key areas of their job.

The series features 'talking head discussion' between psychologists Eve Ash and Peter Quarry, is designed for learning resource centres and management self-development.

One of the greatest challenges facing service staff is handling difficult, often angry, complaining customers. This film gives a proven formula to diffuse anger, resolve problems and turn the situation around. Practical examples covered include external and internal service relationships.