Certified Complaints Handling
Excellence (CCHE) Program

Customer Service Institute of Australia

Gain the skills on how to handle customer complaints

The CCHE program focuses on understanding why complaints are so valuable, how they should be handled, and what skills are needed to turn angry customers into your best friends..

Learning Outcomes

After completion of this workshop, participants will:

  • Explain the importance of complaint handling for continuous improvement.
  • Explain the importance of passion and process in managing complaints.
  • Describe the CSIA Complaint Handling Framework (CSIA-CHF 2015) and associated self-assessment tool.
  • Describe the different stages of complaint handling and understand the best practice for handling each stage of complaint.
  • Respond to complainant behaviour with professionalism and confidence.
  • Have the communication skills required for effective complaint handling.

Who is this program for?

This program is designed for customer service professionals who are keen to improve their complaint handling skills with both internal and external customers.

Full day training program

Date Wednesday, 27 March 2019
Delivery Classroom – Face to face
Location Sydney CBD
Group Size 15 – 20 participants
Duration 9am – 5pm
(excl. GST)
CSIA member
Includes morning tea, lunch and afternoon tea
Facilitator Monique Richardson

Key Topics

  • The benefits of complaints for you and your organisation
  • Understanding why customers complain
  • Best practice frameworks for complaint management
  • Managing challenging interactions with complaining customers

Find out more

Register now

To explore how our CCHE program could benefit your organisation, contact us on 1300 912 700 or info@csia.com.au

Be a part of a better customer experience.

Join us as an associate, member or fellow and keep improving your customer service – with access to globally recognised insights, skills and specialists whenever you need them.