British Gas

Complaint-handling training

British Gas wants to give customers a better service. Clarity is helping its customer relations and complaints teams to respond to complaints more openly and directly.

We encourage them to avoid defensive language and get to the point more quickly. That makes customers feel they are getting the attention they deserve. At the same time, customer service teams gain confidence and job satisfaction.

Here’s what some of the participants said about the training:

“It was an extremely useful session.”

“I found it to be enjoyable and informative. Participation was encouraged. I feel I have learned a lot that can be put into practice straight away.”

“A good session with a lot of content that was well delivered.”

“Very enjoyable, very interactive – excellent exercises. Great way to improve on my written communication skills.”

British Gas