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Customer Correspondence and Complaints Handling for Office Staff

Build the written and verbal skills administrative staff need to respond to customer queries, complaints and escalations professionally, without needing full call centre training. Using realistic South African customer scenarios across retail, financial services and public facing offices, participants practise drafting calm, accurate responses and de-escalating frustrated customers before matters need to be escalated further.

What you will be able to do

  • Draft written responses to customer queries that are clear and accurate.
  • De-escalate frustrated or angry customers using calm, structured language.
  • Log and track complaints through to resolution consistently.
  • Identify when a complaint must be escalated to a manager.
  • Apply consistent tone and turnaround standards across customer correspondence.
  • Recognise the reputational impact of poorly handled complaints.

Course outline

  1. 01Principles of Customer Correspondence
  2. 02Writing Clear Written Responses
  3. 03De-escalating Frustrated Customers
  4. 04Logging and Tracking Complaints
  5. 05Knowing When to Escalate
  6. 06Consistent Tone and Turnaround
  7. 07Handling Complaints Across Channels
  8. 08Learning From Complaint Patterns

Who should attend

This course suits administrative assistants, customer service administrators, office clerks and support staff who handle customer correspondence and complaints.

Dates, venues and fees

DatesVenueDaysFeeCalendar
24 to 25 Aug 2026Online2US$900
31 Aug to 1 Sep 2026Mozambique2US$1,100
7 to 8 Sep 2026Cairo2US$1,100
14 to 15 Sep 2026Accra2US$1,100
21 to 22 Sep 2026Lusaka2US$1,100
28 to 29 Sep 2026Kigali2US$1,100
5 to 6 Oct 2026Nairobi2US$1,100
12 to 13 Oct 2026Durban2R10,000
19 to 20 Oct 2026Johannesburg2R10,000
2 to 3 Nov 2026Mauritius2US$1,100
9 to 10 Nov 2026Dubai2US$1,100
16 to 17 Nov 2026Lagos2US$1,100
23 to 24 Nov 2026Harare2US$1,100
30 Nov to 1 Dec 2026Kampala2US$1,100
7 to 8 Dec 2026Dar es Salaam2US$1,100
14 to 15 Dec 2026Pretoria2R10,000
21 to 22 Dec 2026Cape Town2R10,000

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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