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Handling Customer Complaints in Hospitality (CPD Accredited)
£49.00
£25.00
This CPD-accredited, interactive, self-paced eLearning course provides a practical introduction to handling customer complaints within the hospitality sector. Using a scenario-led approach, learners work through realistic customer situations and apply our SERVE model, a simple step-by-step framework for responding professionally and confidently to complaints.
Throughout the course, learners receive instant feedback and customer responses based on the decisions they make, creating an experience that feels closer to dealing with a real customer interaction. The course also explores body language, empathy, online reviews and the responsible use of AI tools to support written responses.
Suitable for all customer-facing hospitality staff, this awareness-level course is designed to build confidence, consistency and professionalism when handling complaints.
Quantity
Team purchases & bulk discounts
You will automatically receive a 10% discount at checkout when buying for 5 or more team members. If you have a much large number of learners you wish to purchase seats for, please get in contact to discuss larger bulk buy discounts we have available and how you can get your own company logo and branding added to the course.
Who It’s For
This course is designed for:
Front of house hospitality staff
Restaurant, hotel, bar and café teams
Supervisors, team leaders and duty managers
Customer-facing staff responsible for handling complaints or feedback
Businesses looking to improve customer service standards and complaint handling confidence
Anyone wanting a practical, scenario-led introduction to handling customer complaints professionally
No previous complaint handling experience is required.
What You Will Learn
By the end of this course, you will be able to:
Recognise the importance of effective complaint handling in a hospitality setting
Apply a clear step-by-step approach (SERVE) to manage customer complaints professionally
Respond appropriately to common complaint scenarios, including face-to-face and online interactions
Use AI tools responsibly to support complaint responses while maintaining a human, professional tone
Course Details
Duration: Approximately 30 minutes
Format: CPD-accredited, self-paced online learning
Assessment: Short final knowledge check
Certificate: CPD certificate issued upon successful completion
Access: 12 months access from enrolment
How the Course Works
Enrol in the course through our website
You will receive login details for the learning platform
Work through the learning modules at your own pace
Complete the knowledge check quiz
Download your certificate of completion
Access Information
Once enrolled, you will receive an email containing your unique login details and instructions on how to access the course via our online learning platform.
Your login is assigned to you as an individual learner and must not be shared with others.
You can complete the course at your own pace and return to it at any time during your access period.