CPD Handling Customer Complaints in Hospitality

This course provides a practical introduction to handling customer complaints in the hospitality sector. Designed for front of house teams and customer-facing roles, it focuses on building confidence and consistency when responding to challenging situations.

Learners are introduced to the SERVE model, a simple step-by-step approach to managing complaints calmly and professionally. Through realistic scenarios, interactive activities and reflection, the course explores how to listen effectively, show empathy, clarify issues, take appropriate action and leave a positive final impression.

The course also covers responding to online reviews and the role of AI tools in supporting written responses, including best practice and key considerations.

By the end of the course, learners will be able to handle complaints more confidently, improve customer experience and protect business reputation.

All course content has been originally authored by the course developer, who has a professional background in hospitality and experience as a trainer and assessor within the sector. The content has also been reviewed and verified by a hospitality subject matter expert, Lisa Gillam, to ensure accuracy, relevance and alignment with current industry expectations