Complaints That Escalate: How To Turn It Around

So, you’ve tried everything and now the customer’s getting angry. What do you do? This course will show you how to handle those tricky escalations with confidence. You’ll learn the 7 spices of complaint handling to tackle different situations, including dealing with emotional customers and those who are quick to blame. Plus, discover the Reset Technique to manage conversations that are spiralling out of control. 
Topics include: 
  1. 7 spices of complaint handling – Steps to handle customer complaints 
  2. Handling the emotional customer – Which spices are best to use? 
  3. Handling the customer who blames – Which spices are best to use? 
  4. The Reset Technique – Managing the conversation that escalates 

CPD Points

FBAA: 1

Course Type

Online
Self-Paced

Access

1 month

Course Duration

30 to 60 mins

Price

$55 (inc. GST)

Cancellations and refunds: A full refund is available within 14 days of purchase, on the condition that the student/s have not yet logged into the student portal. Due to the online nature of the course, no refunds are possible once the course has been accessed on the student portal.

Complaints That Escalate: How To Turn It Around

So, you’ve tried everything and now the customer’s getting angry. What do you do? This course will show you how to handle those tricky escalations with confidence. You’ll learn the 7 spices of complaint handling to tackle different situations, including dealing with emotional customers and those who are quick to blame. Plus, discover the Reset Technique to manage conversations that are spiralling out of control. 

Download the workbook here

Write your awesome label here.
Write your awesome label here.
What makes us different
  • Made by Aussies, for Aussies no American  accents here!
  • Designed by subject matter experts with extensive industry experience
  • Video based content that focusses on real-world skills and scenarios.
  • Self-paced, giving you the flexibility to complete when it suits you.

Audience

Anyone who interacts directly with customers 

Training Outcome

Students will receive a Certificate of Competition for the course.

This course is eligible for 1 CPD point with MFAA and FBAA, valid until March 2026. 

Delivery Method

Delivery is online consisting of videos and questions/activities.

The course is self-paced and can be completed in sections. We estimate it will take 30-60 minutes to complete. Course access is for one month.

Course contents

Presenters

Jodie Bedoya

Jodie Bedoya is the Founder and director of the Melbourne based training company, eMatrix, which she began after identifying a gap in practical training and guidance for frontline staff, team leaders and managers in the art of communication.

Alex Daniel

Alex has a background leading Complaints and Ombudsman teams for the energy sector, specialising in managing complex cases and assisting customers experiencing financial hardship. 

Kaelia Cockington

With a background in psychology, developmental trauma and homelessness, Kaelia brings awareness to organisations about vulnerability and how best to navigate conversations for people with complexity.

Frequently asked questions

How do I access the course once I’ve enrolled?

After you have completed the payment process, you will receive an email asking you to set up a password to login.   You can then follow the link from that email to access this course.

How long do I have access for?

Your 1 month access begins after purchase.

Can I access the course on my phone?

Yes! Our course platform is fully compatible with mobile devices, so you can learn on-the-go using your smartphone or tablet.

Will I receive a certificate upon completion?

Yes. Once you have passed the assessment you will receive a certificate of completion. You can then use this to claim your CPD points.

What if I don't pass the quiz? 

Don't stress! If you don't pass the first time, you'll get as many attempts as you need.
Created with