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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.

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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

DatesVenueDaysFeeCalendarRegister
28 to 29 Sep 2026Nairobi2US$1,100Closed
29 to 30 Sep 2026Dar es Salaam2US$1,100Register
30 Sep to 1 Oct 2026Kigali2US$1,100Register
1 to 2 Oct 2026Kampala2US$1,100Register
5 to 6 Oct 2026Accra2US$1,100Register
6 to 7 Oct 2026Lagos2US$1,100Register
7 to 8 Oct 2026Cairo2US$1,100Register
8 to 9 Oct 2026Mauritius2US$1,100Register
12 to 13 Oct 2026Dubai2US$1,100Register
13 to 14 Oct 2026Online2US$900Register
24 to 25 Nov 2026Johannesburg2R10,000Register
25 to 26 Nov 2026Cape Town2R10,000Register
26 to 27 Nov 2026Durban2R10,000Register
30 Nov to 1 Dec 2026Pretoria2R10,000Register
1 to 2 Dec 2026Windhoek2US$1,100Register
2 to 3 Dec 2026Gaborone2US$1,100Register
3 to 4 Dec 2026Maseru2US$1,100Register
7 to 8 Dec 2026Mbabane2US$1,100Register
8 to 9 Dec 2026Lusaka2US$1,100Register
9 to 10 Dec 2026Harare2US$1,100Register
10 to 11 Dec 2026Lilongwe2US$1,100Register
14 to 15 Dec 2026Blantyre2US$1,100Register
17 to 18 Dec 2026Mozambique2US$1,100Register

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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