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  • Thursday, August 13th 

  • 930am - 4pm​

  • $440 (CSIA Members)

  • $550 (Non Members)

Certified Complaints Handling Excellence (CCHE) Program

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.

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

Learning Outcomes


After completion of this workshop, participants will be able to:


  • 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.

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